Customer Experience

Updated On: Apr 1, 2024

How does Knowledge Management System Improves Customer Experience In Telecom?

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improve customer experience

Customer experience plays a vital role in any business entity. One should know, Why do we need an improvement in the business platform?. We are living in a dynamic era. This requires a flexible nature to adopt adequate software. Which gives speedy results in return. Nowadays the company’s expanded rapidly. They need a solution for storing the vast data to provide knowledge of the same to their connected consumers. This is exactly where telcos can enlighten the customer about using digital solutions. It will reduce workload.

“As per the reports, 27% of companies say digital transformation is a matter of survival.”.

Educate the customer support For better Customer Experience

Here, upgrade the knowledge of agents could hit on the list .70% of companies either have a digital transformation strategy in place or are working on one. Developing agents’ knowledge by ongoing training increases the chances of handling the customer query promptly. This automatically leads to higher customer satisfaction. Focus on customer support education prior to the customer. And, to sustain the information, give time to time interactive quiz play could boost the executives’ skills set.

Provides a unified platform for better customer experience

A communication gap can make the customer angry and leads him to distrust easily. Now, a customer can search for the information via websites, the respective company’s application or through the customer center. The question arises, How is omnichannel helping?. It spread singular authentic information across all the touchpoints. This helps to retain the customer and increases the feasibility of transparency. So the customer will no longer feel like behind the veil or waiting for the seniors to revert on his grievance.

Guide the customer about the technical part

Customers themselves do not want to have any hiccups while understanding industrial science. To ensure the hassle-free experience enable the customer by providing easy to understand step by step visuals. As well as Decision Tree which works in the form of flow charts and customers can choose the option accordingly. It eliminates irrelevant facts to assist with a word to word information. This becomes a time-saving procedure and shows the crystal clear picture of how things can be done.

Although, the adoption of digital solutions would not be chaotic anymore. Empower the customer to themselves search for one or more things. This will help them to grab and retain knowledge in a better way.

We have a carefully researched and compiled KM check-list can act as a go-to resource when selecting a robust knowledge management platform for an enterprise.

Considerable diversity

Each customer is bound to have unique needs. Understanding and fulfillment of the desire is again a challenging task. Here to make the customer more interactive with us, we can have the option of Multilingual’. This enhances the involvement of the customers. And customers will feel free to reach out using courteous chatbots. Customers can ask the query using an efficient chatbot in their native language.

Find the result on their own

Self-service increases authenticity. It saves time too. Tools like FAQs, how-to guides and interactive decision trees deployed over digital channels make it easier for a customer to toggle with their queries. It increases the customer’s engagement with the brand. This ensures that every possible method was tried by the user before reaching out to the support team.

65% of companies are positive about their ability to adapt to technological disruption over the next three years.”.

Community building builds customer

There’s always room for improvement, and the best feedback always comes from the end-user. Improvise, so that customers would not feel left out with their ideas. And, always capture their valuable feedback. It means communicating with the customer about their experience and future expectations. It is the easiest way to know where the improvement is needed on a large scale business.


In the coming years, technology will be the cure for every business-related wound. Companies emphasizing in providing multi-benefit have higher chances to exist in the long term. It will be fruitful to the telcos companies if adhered to the above-mentioned solutions. Services in a streamlined manner will reduce average handling time and support costs. This will ultimately help in increasing C-SAT.

Yatharth Jain


Yatharth has over 8 years of experience in CX, KM, and BPM. He founded Knowmax to make knowledge a genuine superpower for CX teams. He blends his experience working with CX and KM leaders across industries with the latest technology trends to build products people love.

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