Customer Experience

Updated On: Apr 1, 2024

5 Ways Knowledge Management Elevates The Customer Experience

Reading-Time 7 Min

80% of customers say the experience a company provides is as important as its products and services. It is known that a positive customer experience facilitates word of mouth. Nothing in the realm of customer experience feels better than when someone talks about how good your customer services are.

knowledge management for customer experience

In order to become one of the best customer service providers, you need the right tools to elevate the experience. You might have everything in place, but if you are missing a knowledge management system, your facilitation process might be a bit of a hinder. 

What is knowledge management, and why do you need it?

Knowledge management is the process of creating, curating, managing, and distributing knowledge. Knowledge management is the one-stop repository of all organizational knowledge. 

How does a one-stop knowledge source help?

This is a matter that helps you understand precisely why one would need knowledge management software. It is because one source for all internal and external knowledge saves a lot of screen toggle time. 

It further helps save long wait times and helps understand the accurate answer. They immensely help save time in all aspects of knowledge management. 

So what does a customer have in all of this? Isn’t this more internal-facing? This must be what is going through your head right now. Well, knowledge management for customer service indirectly helps elevate customer satisfaction. Read on to find out how.

5 Ways to elevate the customer experience with knowledge management

Knowledge management has a lot of impact on customer experience through their KM tools and abilities that make things reach customers’ end without hassle or difficulty. The following are five such ways.

1. Interactive problem-solving

A knowledge management system like Knowmax comes with features such as interactive decision trees and visual guides. When deployed over to the customer front through self-service, Features such as these make a significant difference. 

A visual guide, with images and text for reference to troubleshoot step-by-step, would help customers avoid boring long texts or documents instead of getting the correct answer for their query. 

Two, decision trees make customers reach the right point of resolution within a few steps. These are the quickest ways to find answers to any query, provided you have made perfect scripts for its backend. 

2. Round-the-clock availability

Knowledge management that is intelligent has the back-up of Artificial Intelligence(AI). AI benefits are that it can interpret text or data. This means the common questions asked by customers can be put in the FAQs section. 

Knowledge management also enables Natural Language Processing (NLP). Having an NLP means that your customers don’t feel like they are talking to a chatbot at all. This leads to less dependency on human personnel. 

Since humans can’t work around the clock, letting your bots do the work is more straightforward. Doing this would open up the convenience of seeking answers whenever your customers need them. Promoting round-the-clock assistance through any means indirectly promotes CX. 

3. Omnichannel presence

As an organization, you need to have various platforms to cater to your customer’s needs. Not all customers use one source of medium to reach you. Customers must prefer a device of their convenience to contact you, so having an omnichannel customer-centric approach is only going to enrich the customer experience.

Multiple platforms help you cater to all kinds of customers across age groups. Even with a limited target audience that you might have, you cannot limit yourself to just one platform for customers to reach you. 

A knowledge management platform helps distribute content across any forum that you have and makes sure that all information stays consistent. Knowledge management platforms like Knowmax even let you preview content on different devices before you publish it. 

4. Innovative KM tools

Imagine authoring tools that can convert a text document into FAQs or decision trees that give you the following next action within seconds. Imagine having SOP adherence through mistake-proof scripts. 

All the above is what you get with a knowledge management platform. Innovative KM tools help you stay ahead of the curve and help serve your customers by keeping up with their expectations.

Innovative KM tools help create interactive customer experiences. This includes visually engaging fast customer service either through self-service portals or calling or chatting for assistance. 

5. Fewer call escalations

Knowledge management for customer experience is essentially the collection of the correct information to answer any query to the point. Most customer service teams might have difficulty having escalating calls. 

More calls would mean more costs incurred, increased first contact resolutions, and an unhappy customer. When the end goal is to keep customers happy, it is essential to do all possible things from your end. 

A knowledge management software essentially aims to improve first contact resolution through its robust features. Features knowledge management like Knowmax aims to improve first contact resolutions with mistake-proof solutions. 

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Knowledge management for customer experience helps in various day-to-day functions making the working of things more accessible in an organization. This happens so that it makes the customer service executives happy, which indirectly makes customers happy.

It all depends on having the right tools and how exponentially one can use knowledge management and its agencies in their organization. 

Pratik Salia


Pratik is a customer experience professional who has worked with startups & conglomerates across various industries & markets for 10 years. He shares latest trends in the areas of CX and Digital Transformation for Customer Service & Contact Center.

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