Must-Know Ways Knowledge Management Improves Customer Experience

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One of the best ways to impress customers and make the job of your support agents easier is by using a knowledge base. Customers seek fast solutions in today’s fast-paced, on-demand society. And if they can’t find them, they’ll just turn to your competitor. 

That’s where a knowledge management system steps into play. If you want to learn about various ways a good knowledge management system can boost your customer experience, keep reading.

Knowledge management system 101

A knowledge base is a data archive that serves as a self-service helpdesk for your clients and staff. It includes details on your service, product, or a particular subject.

Externally, a knowledge base helps clients become familiar with a company’s services or products or with fundamental problem-solving techniques before contacting support. Internally, it may be a tool that encourages teamwork and organizes data related to onboarding procedures and other topics.

Creating and managing your knowledge base requires the use of knowledge base software. Different solutions on the market offer different features, so make sure to find the best one for your specific needs.

KMS and CX

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We’ve already talked about how a knowledge base helps your consumers learn more about your product, get pre-sales inquiries answered, and solve straightforward problems or concerns on their own.

However, you may rightfully inquire as to whether customers or prospects really want to help themselves. For straightforward tasks, more than 60% of customers really prefer self-service to having to seek help by phone, email, or social media.

So, your support team’s limited time and bandwidth are freed up to handle more complicated issues that may arise. This way, their expertise and in-depth understanding can really shine in providing an exceptional client experience.

Combine this with a good CXM solution and you will really do wonders for your customer experience. A good tool of this kind will allow you to listen and proactively take action that addresses their problems with your products and services.

Benefits of knowledge management for CX

Let’s go over the key advantages a knowledge management system may offer your company in terms of taking customer experience to the next level.

Customers want their information as soon as possible. Thanks to a central, well-organized, and user-friendly knowledge source, they are able to explore the specifics at their own pace. They don’t need to keep sending tickets in the hopes that someone would notice, and they don’t need to be reminded of their importance as they impatiently wait for the next representative.

Customer satisfaction rises as a result of better customer experiences since it takes less time to find a solution and then use it.

Next comes immersion. When a customer is inspired to get involved and solve the issue on their own, or at the very least, to search for more information and locate it, this impression of your company is immediately reinforced. If the knowledge base is comprehensive and easy to use, customers will be satisfied with the answers and happy that they found them quickly.

KMS and what it means to your employees

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Obviously, giving potential consumers and clients the tools to look for and find solutions to their problems has a positive influence on the customer experience.

But what about the internal effects of a KMS?

Faster access to accurate information can be supported by a knowledge management system. Employees will have a central spot to access the organizational knowledge of the company rather than having to go through several tools and folders.

However, it does more than merely increase your organization’s productivity. It involves reducing obstacles to finding information currently in place and enabling workers to be effective. Employees feel accomplished and relieved when they can finish more assignments.

You use a wide variety of tools in the digital workplace to communicate and work together with your team and other employees. However, as the quantity of hybrid and remote work increases, the network of individuals you work and cooperate with actually gets smaller, which reduces the amount of knowledge you have access to.

Cross-functional collaboration should be streamlined and encouraged through a contemporary information management system. Innovation and creativity are improved when teams and employees have access to peers who are subject matter experts and can provide a prompt and accurate response.

Remember, customer support and customer experience affect one another

The total customer experience includes a smaller but crucial component called customer support. Customers can get what they need when and how they need it thanks to this service. Gaining client trust and establishing your brand as one that values customers are the results of this.

Customer experience, on the other hand, is a broader term. It covers the entire customer experience, from the moment clients enter your website as guests to the moment they make a purchase and begin using your service or product.

Final words

If you want to develop your own KMS, make sure you create it while keeping in mind the end users. If they can’t discover the information they’re looking for in a structured and logical way, it won’t help to have a ton of content in your knowledge base.

The best approach is to arrange your categories hierarchically, which is an organization your clients and potential clients are used to seeing. Moreover, it’s important to maintain consistency between pages and across categories.

Adam Hansen