According to the definition by TechTarget, knowledge based software can be defined as a machine-readable resource for the dissemination of information generally online, or with the capacity to be put online. In this rapidly expanding marketplace, it is time for organizations to unleash the power of their data and switch to a potent knowledge based system.
There might be much knowledge based software out, but making a wise choice prioritizing your agents armed well to deliver effective customer responses is crucial.
Table of contents
- The 10 must-haves of knowledge base system 2022
- 1. DIY content creation
- 2. Elastic search for agents
- 3. Omnichannel distribution
- 4. API based triggers for actions
- 5. Easy findability & searchability
- 6. Content categorization & user management
- 7. AI-backed intent-based knowledge delivery
- 8. Customizable, Configurable & Whitelisting
- 9. Content migration & management
- 10. Actionable & custom analytics
- Choose your knowledge based system wisely
The 10 must-haves of knowledge base system 2022
1. DIY content creation
A good knowledge base software does demand DIY (do it yourself) to be of one its vital features. The actionable modules of KM software such as decision trees, picture guides, FAQs, or articles are designed in a DIY format that allows organizations to create their content themselves within a hassle-free environment. Step-by-step creation of decision trees, visual guides, and FAQs grant organizations to foster self-service facilities for delightful customer experience.
A fact claims that over 67% of customers prefer to use an organization’s knowledge base software to resolve their issue rather than calling an agent.
2. Elastic search for agents
Providing google like support is an ideal solution for contact center agents to support customers with an efficient & quicker response. For that, an effective knowledge-based system must be adopted to assist agents in handling complex customer queries in no time & hence boosting overall CSAT score. A centralized knowledge-based software where data is stored in the form of guides leverage agents to deliver relevant responses to customers.
For every 1% improvement in first call resolution rate, contact centers will see a 1% improvement in customer satisfaction rates, and 1-5% improvement in employee satisfaction.
3. Omnichannel distribution
Omnichannel contact centers assist customers anytime & anywhere. This channel can be a smartphone, a website, or a retail store, etc where customers can look for any service they want. Main benefits that omnichannel supports are: higher customer satisfaction, seamless digital interactions across all touchpoints, also AI-backed chatbots to exceed customer’s expectations.
Companies with omnichannel customer engagement strategies retain on average 89% of customers, a customer retention rate of 33% for companies with weak omnichannel customer engagement.
4. API based triggers for actions
API based triggers form connectivity between CRM & knowledge-based software to manage tickets when raised by customers. Agents can explore an accurate solution to the ticket through API while triggers can notify customers after issues being solved.
5. Easy findability & searchability
Centralized repository of knowledge management system amasses content at a defined place for easy findability & searchability. Tools such as decision trees, picture guides, FAQs, etc when integrated with CRM allow support agents to find & flow accurate information across various channels. With easy searchability of content, knowledge-based software also helps in saving OPEX & time.
Companies focused on providing a superior experience across customer journeys realized a 10-15% increase in revenue and a 20% increase in customer satisfaction.
6. Content categorization & user management
The user management system helps an organization to add its users, defining their roles, assigning their tasks, and selecting their designation. As the roles & rights of each user are limited, the categorization of content is also served accordingly, ensuring in faster learning. Beyond this, the user management system also gives organizations the authority to validate their user’s performance thoroughly.
7. AI-backed intent-based knowledge delivery
AI-backed intent-based search helps in delivering contextual data to assist customer support services across the required channel at the right time. Leveraging intent-based search into business grants them to reduce customer acquisition cost, boost click-through rates, and hence gain customer retention.
8. Customizable, Configurable & Whitelisting
Customization of features such as changing the color scheme, logo, images, etc according to the business requirements is an integral part of knowledge-based software. Beyond customization, knowledge sharing software should support agents while handling complex device configuration & troubleshooting.
9. Content migration & management
A content management system (CMS) is used to create, manage & distribute content over a website. It grants easy searchability of information by tagging suitable keywords along. Robust knowledge management software helps in arranging content in a streamlined manner which ensures knowledge is easily accessible at all touchpoints.
10. Actionable & custom analytics
By keeping a track of every resolution served to customers, actionable & custom analytics suits best for analyzing business processes and identifying areas of improvement.
Choose your knowledge based system wisely
The 10 must-haves of a knowledge-based software leverages its users in many ways. Beyond assisting a customer with self-service facilities to supporting agents while handling complex queries, good knowledge software can do it all. Integrating robust knowledge-based system can turn the revenue of the company to the next level. Let’s consider some live examples of integration:
- Zendesk, a leader in online support when integrated with knowledge base system allows its agents to deal with complex interactions while using a guided workflow.
- Freshdesk another customer service software, when integrated with knowledge based system, permits its agents to resolve customer raised tickets easily by pulling out data remotely.
Thus, knowledge-based software works remotely enhancing customer experience, boosting agent productivity & organization revenue by targeting various sectors of industries such as telecom, banking, insurance, e-commerce, etc.