Knowledge lies at the heart of every organization’s service desk as customer service agents are the face of the organization. It’s how agents respond to customer problems and make a lasting impression, what they pass along to customers when they walk them through a fix; that’s all that matters. Before embracing knowledge centered service, information was something that lived entirely in the minds of the agents and customer service representatives on the front lines of those fixes.
Many successful companies today are testing, deploying, and improving knowledge-centered service (KCS).
What is Knowledge-Centered Support (KCS) exactly?
KCS is a methodology that emphasizes knowledge is a crucial asset to an organization. You are susceptible to issues like miscommunication, disorganization, and frustrated customers if you don’t have a solid system in place to seamlessly manage and share knowledge.
Having a solid Knowledge-Centered Support system mitigates major issues both internally and externally. It helps your team respond to customer concerns related to troubleshooting, installation, or any other faster, address their problems better, and share as well as transfer knowledge in a much more organized way. It helps your support team do simply their jobs better which results in empowering agents.
Why Does Knowledge-Centered Support (KCS), Matter?
KCS helps you create an organized, streamlined support system that cuts down on time, costs, and resources. How?
- By increasing the efficiency of your support desk
- By aiding in the dissemination of knowledge across your organization
- By improving the quality of customer-facing support resources and content
- By improving customer satisfaction while encouraging repeat business
- By creating an updated knowledge base for both customers and support team members to access when and how they need to
Top 7 benefits of knowledge centered support
Capturing knowledge, organizing it in the form of step by step workflows for various scenarios, and distributing it in the right way to the right person is the need of an hour if you want to enhance the overall customer experience (CX). We will look into how to implement that in the business process, but first, let’s see some of the benefits of KCS:
- Reduction in business OPEX
- Enhanced customer satisfaction
- Empowered support teams
- Efficient training & assessment
- Faster service response time
- Enables self-service
- Faster resolution
In customer service management, each time an agent handles an issue, they consult their knowledge base first. Do any of the above benefits sound like they could make a difference for your business? If yes, let’s find out how to deploy KCS to your business.
4 Steps to deploy effective Knowledge Centered Support
1. Consolidate information which your customer asks for
Customers know best; thus, their feedback is the most crucial part when it comes to KCS. Your customers will provide you with the questions and feedback you need in order to build out your support content strategy. The very first step of KCS involves collecting this knowledge from your customers.
This may be via phone calls, support team notes, contact forms on your website, or the like. You create a content repository that caters to all those customer concerns and addresses customer feedback.
2. Shape the content in an actionable format
You have the customer feedback you need, now the basis you have to create the content. Make sure the content should be relevant to your customers and easily searchable. It could be in the form of workflows based on the anticipation of the next best step, articles, videos, or downloadable materials.
The idea is to create content that is helpful, customer-centric, easy to access, and reusable.
3. Enable self-service so your customers can resolve their common concerns
Imagine the situation when your customers could have the answers they need right at their fingertips?
After you’ve created the content, you’ll have an entire library of resources that both customers and your support team can access. Customers and service agents should be able to easily search your knowledge base to find the information they need. And most importantly, the content is reusable, it will save your agents work loads compared to responding to customers manually.