How knowledge management can improve customer service

An AI-driven customer knowledge management solution supports a great customer experience and, as a bonus, makes for happier employees. The perfect way to adapt AI into the customer experience is to have it serve your customers without them having to ask.

Personalizing customer interactions via AI significantly improves brand image and enhances the overall customer experience. An effective customer knowledge management system helps deliver the right kind of assistance to customers more quickly and accurately.

And since all agents have access to the same information, customers receive consistent service no matter whom they speak with. Back to Resources. Most successful organizations are on a constant quest to improve customer service. No thanks I don't want to stay up to date.

For many, knowledge management KM and customer experience CX are two remotely related terms. KM is concerned with data handling, while CX latter is about customer satisfaction, as the popular preconception goes.

However, it is not difficult to spot the cause-and-effect relationship between the two. Knowledge management can serve as a tool to engage customers better and create better experiences.

This is possible through the development of data-driven systems that boost customer service efficiency and enable automation. Businesses can benefit from the wealth of information they collect intentionally or unwittingly. A consumer survey by Software Advice reveals some interesting details. Read here. The research or inquiry stage is a perfect time to enhance the customer journey. In particular, potential customers should easily discover information that will ultimately lead to their conversion.

It would be difficult to attract customers during their research stage without presenting well-organised information. If customers still end up seeking information from other sources, no engagement will take place. A meticulously curated and searchable frequently asked questions database, for instance, makes it easy for customers to learn about the products they are interested in and proceed to making more inquiries and eventually buying. There are many types of questions you can ask, pre- and post-purchase, but also many ways to ask this question.

Overall, an effective Knowledge Management system will help customers get the right kind of assistance and quicker. Moreover, as all employees have access to the same information, customers will receive consistent service no matter whom they speak to. Knowledge Management initiatives focused on meeting well-defined, achievable goals, and implemented with best practices in mind, establish a long-term competitive advantage as they improve overall customer experience.

Skip to main content. April 20, What is Knowledge Management all about? Regardless of the tools or techniques used to manage knowledge, all KM initiatives share three common features : 1- Identification of critical knowledge First of all, a company must identify which knowledge and information is most valuable to the success of the business.

Discover more: 4 key benefits you're missing by not embracing customer knowledge Improve your customer relations by asking questions The benefits of centralizing knowledge to improve customer service are enormous, but you need to be retrieving valuable information from your customers to do so.

You'll love the impact we have on your business. Book your demo. In addition, they can skip ineffective problem-solving techniques and head directly to one that works on the first try.

Sharing information also reduces the need to transfer customers to more experienced or knowledgeable agents, and means customers are rarely given incorrect or misleading advice. Effective use of knowledge management eliminates both of these frustrations. Accumulating information allows businesses to identify common questions among their customers.

Support teams can use these frequent queries to create better self-service support options, designing clearer answers and making self-service support easier to navigate. They should start by establishing a list of frequently asked questions, then build a customer-facing hub of knowledge with tutorials and articles that are easy to find and comprehend. Web-based customer support software lets businesses collect information from various channels into one central database.

Companies can use social media comments, blog posts and forum reviews to get a better understanding of the concerns their customers have. They can then analyze which channels are most effective at relaying information back to their customers based on priority.

For instance, customers should be made aware of a critical bug patch through direct email and not social media, where the message may not be seen in a timely manner. The more a business understands its current tickets and customers, the better it can predict what questions will arise in the future from similar cases. This allows a support team to take a more proactive approach , anticipating incoming queries and communicating with customers on best practices and more before any issues arise.

By communicating with customers before they actively seek support, a business positions itself as an ally and increases customer engagement. Collecting information goes beyond customer support. Knowledge management tells a support team, and by extension the rest of the business, the most common uses of its product or service.