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Posted On: July 15, 2021


Knowledge based system – 7 things to consider while choosing KM partner

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Checklist for a perfect knowledge based system.

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Knowledge based system is the practice of creation, curation & distribution of relevant & actionable content for customer-facing teams such as support agents, field staff, retail stores & chatbots.

What are Knowledge based system’s core components?

1.  Create Knowledge

2.  Curate Knowledge

3.  Distribute Knowledge

4.  User Management

5.  Robust analytics

7 important things to consider while choosing knowledge based system

1. Experience

  • What type of companies use their platform?
  • Do they have considerable experience working with large enterprises?
  • Which industries are finding value in them?
  • Do they come with core industry expertise in the contact center?
  • How are their current clients benefitting & ROI presented?
  • Do they have experience in handling scalable & complex deployments?

2. Customer Success

  • Are they able to provide Customer success managers?
  • Does the team have contact center experience to advise on best practices for KM?
  • Do they charge separately for integrations, on-boarding & training?
  • Do they guide on platform adoption for maximum ROI?

3. Ease Of Implementation

  • Do they have a standard implementation & go-live plan?
  • Do they have on-cloud, on-premise & hybrid; all 3 models available?
  • How quickly can they get the deployment done?
  • How much effort will be required from your technology & other teams for deployment?
  • Do they offer training sessions for different users of the platform?

4. Ease of Use

  • Do they have open APIs for connecting with other platforms?
  • How easy is it to create content like Decision Trees & Visual Guides?
  • Are there ready connectors available for common CRM & Telephony platforms?
  • Are they able to automate your existing manual processes with AI-Decision trees?
  • Are agents able to find information seamlessly within your existing CX Stack?

5. Self Service Capabilities

  • Does the platform allow you to publish knowledge on self service channels including help portal, chatbots & more?
  • Is there ease of content consumption across multiple screen resolutions, devices & operating systems?
  • Does the platform adopt your brand guidelines for personalisation of content on your support portal & app?
  • Do they provide intelligent customer segmentation for personalised support?
  • Do they provide actionable, intuitive & contextual knowledge delivery?
  • Does their platform allow you to make your content SEO friendly which helps in more traffic on your support page & website?
  • Do they have a calculative ROI model in place for ticket deflection through self service and overall savings?

6. Innovation

  • Do they have a track record of constant innovation & improvisation?
  • What is their client retention percentage and duration?
  • Do they have a 2-year product roadmap in place with milestones & timelines?
  • Are they working on using AI, ML, RPA for KM in contact centers & self-service?
  • Are they just a document management system or more than that?

7. Platform

  • Do they provide Cognitive Decision Trees & Guided Workflows?
  • Can you create Visual How-To-Guides to improve SOP Adherence & Knowledge Retention?
  • Does the platform allow you to publish knowledge on self service channels including help portal, chatbots & more?
  • Ease of managing knowledge for assisted & digital channels?
  • Do they have an integrated learning management system (LMS) with Assessments?
  • Is there a strong transaction-based feedback mechanism with close looping?

Final thoughts

A knowledge based system keeps customer service content curated without much effort through the magnificent support implemented by Artificial Intelligence. It enables a centralized data repository for information management and allows businesses to expand the quality of CX from the spectrum of content creation, curation, and its diversified distribution across channels. Knowledge based system simplifies the bulky organizational data and knowledge for the individuals to understand and handle operations.

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