How Knowledge Sharing Culture Drives Customer Satisfaction?

The need for a strong knowledge base is spreading like forest fire. Harvard Business Review states that 57% of calls to customer support come from customers who first visit a company’s website. That being said, customers aren’t able to find the information they need online. This scenario calls out to businesses to build a knowledge base with consistently updated content optimized for search. And, this is possible when we encourage a knowledge-sharing culture in the organizations.

But, let’s understand the basics first.

Knowledge Sharing Culture and its Importance

Knowledge sharing culture is a workplace environment where employees freely exchange information, insights, ideas, and best practices. It is vital to customer support organizations as it not only improvises internal collaboration but also influences customer satisfaction. Investing in such cultures leads to customer excellence, fosters loyalty, and drives business success.

Here’s Why Knowledge Sharing Culture Must Be A Priority

Discover how it empowers your enterprise in countless ways.

Reduced Resolution Times

Simply put, a knowledge-sharing culture is an epitome of empowerment for global teams to collaborate seamlessly, increase customer satisfaction and reduce resolution times.

For instance: A MNC with customer support teams worldwide faces multiple challenges of inconsistent experiences across different regions. While each region encounters unique customer issues, a common problem faced is lack of communication and knowledge sharing tools, leading to delayed issue resolution and decreased customer satisfaction. That being said, if there’s a knowledge-sharing platform to share insights and valuable information, customer issues resolve more quickly than ever.

Puts An End To Resistance While Knowledge Sharing

Around 70% of the change initiatives fail. Why? Because change is intimidating. Resistance to change is a major roadblock in knowledge sharing practices.

Suppose a customer support executive discovers a novel solution to a recurring issue that plagued their team for months. Despite their confidence, they might hesitate to share their ideas due to concerns of being overlooked or being criticized. However, if there’s a culture that fosters knowledge sharing and open communication, the employee would feel empowered to contribute their insights. In short, sharing innovative approaches within the organizations could potentially save the company significant time and resources, while improving customer satisfaction and team collaboration.

Shifts A Frustrated Customer To the Delight Stage

A knowledge-sharing culture pushes employees of customer support to resolve queries quickly, turning a potentially frustrated customer interaction into a moment of satisfaction.

For instance: A customer service agent received a call from an angry customer facing a technical issue with a newly purchased product. Now, his first instinct would be to search for the answer in the company’s internal knowledge base. But, the information he found is outdated. Just before the situation escalated, he remembered a new internal initiative where employees shared their real-time knowledge about similar issues. In the last moment, he taps into the latest shared insights and resolves the query, leaving the frustrated customer delighted.

Enterprise Gains A Competitive Edge in the Industry

Knowledge sharing culture is not only an internal strength but something that helps organizations stand out of the crowd.

Let’s say: If there are two companies offering the same product, but one of them always outperforms the other. It’s because the one that outperforms inculcates a knowledge-sharing culture to enable support and sales teams to collaborate and solve customer problems quickly. The competitor might be struggling with siloed knowledge, leading to longer resolution times and dissatisfied customers.

The above examples are proof why a knowledge-first culture has become a priority in today’s time. To overcome this, here’s a solution.

Enters Knowbler – To Promote Knowledge Sharing Culture

SearchUnify Knowbler is an intelligent, knowledge-centered customer service product designed to streamline knowledge creation and maintenance. Powered by advanced machine learning algorithms, Generative AI, and Large Language Models (LLMs), Knowbler empowers enterprises to capture, structure, find, reuse, improve, and optimize knowledge seamlessly within their workflows. By integrating directly within their systems, enterprises can enhance their agent productivity, knowledge base quality, customer support, and self-service experiences.

See how Knowbler helped companies like Automation Anywhere and Syntellis achieve exceptional results.