Knowledge management requires a great deal of attention, engagement, and concentration. It is all about holding up jargon yet keeping your solutions simple to a layman’s understanding. Rapid revolution in markets is the major influencer for changes in one’s knowledge base and communication practices to suit customers’ needs and cater to their queries.
Table of contents
- Need for up-gradation tips for knowledge software
- Tips & practices for a good knowledge base
- From the agents’ viewpoint
- From the customers’ viewpoint
- Some other handy tips for knowledge base practices
Need for up-gradation tips for knowledge software
Knowledge is ever-changing. The introduction of one new fact is an addition to some sections while it lays down the foundation for change in other sections. Slight changes in customer tastes over a vast period of time might not seem different when studied in continuity but have drastic effects when looked up for interval periods.
Launch of a new gadget, change in the product model, easy to use technology, self saleable schemes, and policies, and much more constitutes a major impact in various industries and thus requires proper documentation for SMEs and other departments to go through. The historic record of such information is essential in training, studying paradigm shifts, and creating a projective analysis. Preserving data is thus another organizational requirement.
It thus establishes the importance for enterprises to teach their employees how to smartly handle data without letting a highlight slide by.
Let us take a walk down the path of improving your knowledge base structure and learn new hacks into creating a better knowledge management practice with ease of working.
Tips & practices for a good knowledge base
From the agents’ viewpoint
Knowledge base must be created keeping in mind the learning process of agents. It might be possible that they follow a different hierarchy in collecting information as opposed to how you have prepared the flow of content. This might throw them off as their way is well-rehearsed and practiced thousands of times on the floor. It is rather best that the trainers develop a framework to be followed by content developers.
2. According to the scenario
The circumstances are essential for agents. Each script must be made keeping in mind all possible reactions from the person on another end of the line. A script can be too long and cannot have all circumstances laid out one after the other as it may cause duplicity and confusion while on call. The knowledge base must thus be created in a way to incorporate outcomes of various scenarios in one tone.
3. Focus on performance
Trainers and supervisors must keep an eye on the level of performance by agents. There might be some recurring mistakes common amongst all or some complex questions hard to be resolved by the amateurs. All such situations need guidance and support of experts not just by words but by scripting the knowledge base correctly as well.
4. Regular monitoring
All comments, ratings, feedback, and messages forwarded from the agent side of your users are usually not taken seriously. It is an absolute mistake to think of these as the regular whining of employees. A patterned criticism on some articles asks for immediate attention as a faulty script can certainly lead to agent error and incorrect information circulation.
From the customers’ viewpoint
5. Self saleable content
The customers are always in a rush and a complicated piece of content is just no help. The knowledge base must always treat each article, FAQ, blog, and post as a process to stimulate institutions onboarding in the capacity of leads and potential customers forming long-term alliances with your product and services.
6. Regular follow-up
The feedback from customers is really important. Some details often get left out in order to control the length of a form but regular follow-ups really do the trick of opening up a customer and helping them connect with the organization’s representatives sharing views, opinions, and suggestions in an unbiased manner.
7. Omnichannel support
Customers can find any channel to register a complaint or seek a solution. The mere presence of an enterprise on any social media platform makes it inevitable for the organization to attend to each issue with priority. Instead of an instant solution (if not possible), at least a conversation should be started to get them engaged in a loop and prevent them from jumping ships with your competitor.
8. Quickly findable
Solutions drafted must always be optimized by the SEO search mechanism. It makes the solution easily visible on all platforms be it a website or mobile app just via Google search. The faster a solution is found, the faster is the process of execution; closing tickets quicker. With self-service platforms, the speedy resolution is an important metric to raise your NPS, CX, and CSAT scores.
Some other handy tips for knowledge base practices
9. Team meetings
Team meetings are an important part of the organization’s operations. It establishes the role of each employee and each department in an important sense. Once the roles and targets are clearly specified, it is easy for creators to plan and formulate the content accordingly without having multiple people assume one job or none assuming the others must have followed through.
10. Break monotony
The life of an agent is:
- Raise ticket
- Resolve ticket
- Close ticket
To lead such a monotonous schedule is sure to affect the concentration and attention span of an agent. A good knowledge base is required to break this monotony by changing templates or fonts in bits while still keeping the brand image intact.
11. Track your competitors
It is important to maintain a healthy relationship with each element of your environment for better survival. Competitors are an essential part of the market ecosystem. Tracking their activities, returns, strategy, etc helps in creating an enriched knowledge base that has all essential components to help your workforce fight competition yet retain customers on a happy note.
12. Sustainable knowledge base
The knowledge base created cannot remain the same for any period of time. Regular addition of knowledge and updating old information is as essential as fighting the competition. However, a sustainable knowledge base is one that anticipates the direction of change and keeps its content flexible enough for quick changes without much ado.
13. Plan for long term
Every company is fundamentally built on the principle of ‘on-going operations’. To beat hurdles as they arise, it is important to be prepared for contingencies but also to be ready for long term changes and developments needed around the same. Strategies and plans laid out should be developed keeping in mind the possibility and extent of the market and customer-related dynamics. Expert advice must be taken to deduce a pattern and make a long-standing knowledge base available.
14. Seasonal changes
Though the knowledge base requires strength and stability for the long term, the foundation is laid by intelligent steps taken with the turn of wind. Seasons are important in determining customers’ purchase behavior. A thorough study of this report helps in determining the nature of the change required in the knowledge base.
15. Skimmed content
Details are required while training an agent on dealing with various situations but not while an agent helps a customer navigate through a problem towards a solution. Skimmed content has its own place in a knowledge base and must essentially be provided at the required spots. Content when shortened helps highlight important steps thus speeding the resolution process by making explanations quicker and execution better.
16. Interlink the content
It is not always possible to incorporate every aspect related to one particular topic under a single head. Knowledge articles can then become quite extensive and lose their importance. Interlinking various knowledge pieces creating content hierarchy helps the user sort through with heads and subheads and elastic search results prompting relevant solutions through AI intent recognition. The extensive use of digital channels over calls is clearly evident as to why should an organization optimize its content and interlink them wisely.
49% of customers are willing to switch not just platforms but the service providers altogether owing to poor customer service. Good customer service is largely and evidently, dependant on the service quality and SLAs delivered by customer serviced executives.
Listed above are various tips and hacks to quickly draft a good knowledge base that comes in handy for all departments of an organization and proves its utility to users both internal and external to the enterprise.