Planning, data gathering, and frequent updates are prime to a successful implementation of a knowledge management software.
Knowledge base, one of the most critical elements of the self-service capabilities of a company, is a vital aspect of delivering a quality experience. Knowledge management software is one of the effective tools for telecom service providers that ensure consistent & accurate self-service support.
Why Existing Knowledge Bases Fail?
Almost every customer service provider begins working on its own knowledge base with a relevant list of files and documents. With time, this turns into a source of information with widespread information of lesser relevance, which needs to be edited & amended by experts.
However, such expert human resources are not able to dedicate much time to regularly update the database, due to other job duties aligned to them. So, an in-house knowledge management in the contact center transforms from a customized, useful solution to an outdated & expensive collection of less useful information.
Creating & Deploying an Effective Knowledge Base
If you are planning to deploy your first knowledge management system or upgrade an existing one, you should be ready to invest significant time & money.
Planning & Assessment
The first stage includes assessment of the specific reasons for use and the goals that you can target & measure. Based on the implementation and goals, you should plan the development and deployment of your knowledge management solution.
Gathering & Collating Information
The next step comes to finding out, where the relevant information is available and can be sourced from. This also includes dedicating specific resources for the creation, maintenance and timely update of the knowledge base with up-to-date information.
A contact center agent might find the job of developing and maintaining a database, interesting & fruitful. These knowledge workers should have access to the subject matter experts for the required knowledge, and need not be experts themselves. However, a senior management person should get involved in the process to help knowledge workers reach subject matter experts easily.
Another important factor involves the consideration of necessary and required features of a knowledge management software. The functionality of the desired tool should include:
- Semantic or natural language search
- Multi-channel access to the knowledge base
- Automated organization of documents
- Article rating for accuracy
- User profile-based information available
- Predefined process for edits & approval
- Cost of Implementation: As discussed above, implementing & deploying a knowledge base needs service providers to invest significant costs, which depends on:
- Deployment model choice
- Customization level
- Changes required for the appearance and user interface
- Design of the database
- Need of any upgrade to hardware or infrastructure
- Integration with existing CRM, mobile apps, websites, and back office systems
Once created, knowledge base needs regular updates that can be done by gathering feedback from customers as well as agents. Some databases might need dedicated resources to manage, verify, and update information, while updates for others can be automated.
Large businesses will generally have a number of products, services, and/or departments with separate editors to raise, verify, and publish suggestions.
The 80/20 Rule
This rule states that 20% of the content of a knowledge base can answer or resolve 80% of queries. This 20 % of documents will be dynamically updated with time, and service providers should plan on how to solve the remaining 20% of queries as well. Here, integrating knowledge management software with existing support means, including contact centers, communities, and forums, filling the knowledge gap.
Thus, developing, deploying, and implementing a knowledge base the right way is essential to quality customer experience. Further, continuous monitoring, update, and publishing of the accurate information is the key to a successful knowledge management system.
And, the quality self-service solution relies to a great extent on an efficient knowledge management solution.