How to Choose the Right Knowledge Management Solution?

The dynamic customer service landscape requires enterprises to empower their agents with the right knowledge. However, due to outdated documentation, siloed knowledge, and poor communication, knowledge workers and customer support teams face several hurdles. All this leads to a domino effect of decreased customer satisfaction and agent productivity.

That’s where a robust knowledge management system helps you with decreased customer support costs, increased customer happiness, and a boost in customer experience and customer success ROI.

Key Challenges Faced By Enterprises

Here are the challenges that drive the need for effective knowledge management solutions:

• Siloed Knowledge: Scattered knowledge makes it hard for the teams to access it when they actually need that information. Finding the right knowledge at the right time becomes difficult.
• Inefficient Knowledge Sharing: Lack of knowledge-sharing culture makes it difficult for the agents to share insights with each other, leading to longer resolution times and redundant efforts.
• Outdated Content: Many times, knowledge managers find themselves trapped in a situation where they’re not able to figure out how to keep the knowledge base updated. This results in support agents using outdated knowledge or irrelevant information, ultimately leading to dissatisfied customers.
• Time-Consuming Knowledge Creation: Agents are problem solvers, not content creators. Building new knowledge articles from scratch takes too long, delaying support and customer satisfaction.
• Lack of Customer-Centric Insights: Agents continuously face the pressure to multitask, juggling problem-solving with content creation. Since they aren’t content creators, capturing the voice (VoC) of the customer often falls through the cracks, leading to knowledge gaps.
• Poor Cross-Team Collaboration: The flow of information is limited majorly because of the knowledge silos formed in an enterprise, and not knowing how to capture knowledge. This hinders innovation and progress because valuable information remains inaccessible across teams.

What Is A Knowledge Management Solution (KMS)?

A knowledge management solution is software that allows enterprise teams to create, curate, maintain, and share knowledge.

For instance: You’re a customer support representative at a product-based company. A customer comes up with an intricate issue but you can’t recall the exact steps to resolve it. So, instead of wasting time, asking your colleagues, or hunting for documents, you search for articles in your KMS, which instantly provides you with a troubleshooting guide.

This not only boosts resolution time but also reduces repetitive questions thus enabling support agents to focus more on complex tasks and save time.

Introducing Knowbler – The Agentic AI-Fueled Knowledge Management Solution

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.

Benefits Of A Knowledge Management Solution

Around 57% of calls to customer support come from customers who visited the company’s website, indicating that many customers don’t find the information they need on the website, which can negatively impact their business.

That being said, enterprises need to build a relevant and updated knowledge base optimized for search. Now, let’s find out how a knowledge management solution can help :

1. Easier Knowledge Sharing And Retention

With knowledge management solutions like Knowbler, agents can quickly access relevant and updated information to avoid the scenario of repeated issues. Content discovery becomes easy via cognitive search and intelligent meta-tagging features. Agents get to quickly locate relevant content, and update their knowledge base, leading to improved resolution times. It’s a great time saver because then agents don’t have to spend time on repetitive issues.

2. Improved Agent Productivity

With Knowbler’s pre-defined templates, agents get to create and structure content without any hesitation. Furthermore, it fosters collaboration by enabling agents to work with the SMEs to review and refine content. Agent productivity boosts with Knowbler’s features like gamification which includes elements like rewards, leaderboards, badges, and more to encourage agent’s contribution to the knowledge base. In short, Knowbler helps drive engagement and ensures consistent knowledge updates.

3. Better Collaboration

Knowbler’s features like content review, editing capabilities, and flagging outdated content help maintain content accuracy. Moreover, it helps flag duplicate efforts and overlapping content so that agents don’t waste time on redundant tasks. Such a unified approach speeds up the resolution process, enhances team efficiency, and fosters a more cohesive and efficient workflow.

Most importantly, teams can share insights, learn from each other, and promote a knowledge-sharing culture within the organization, thus creating an efficient self-service ecosystem.

4. Reduced Support Tickets & Costs

With a well-maintained knowledge base, customer’s queries are reduced leading to lower ticket volumes and operational costs. Agentic AI-fueled Knowbler provides a centralized knowledge base that enables agents to quickly resolve issues. Being a sum of intelligent knowledge agents, it has intelligent search and personalized content recommendations that empower agents to deliver faster resolutions, thus reducing escalations.

5. Enhanced Customer Satisfaction & Faster Resolutions

Agents supported by an efficient knowledge management system feel empowered and confident while resolving issues. Moreover, customers can find the right information on their own, resulting in happier and more loyal customers. With Knowbler, agents are equipped with intelligent KMS that provides up-to-date information and empowers agents to resolve customer issues quickly and accurately, leading to improved first-contact resolution (FCR).

Factors To Consider When Selecting A Knowledge Management Vendor Solution

A knowledge management solution isn’t just about information but about driving efficiency and growth. So, when choosing a knowledge management system (KMS), here are the key features that you must focus on to ensure long-term success:

Ease of Use

An intuitive interface boosts adoption rates up to 26%, ensuring that knowledge sharing becomes a part of the workflow. An effective and accessible KMS motivates consistent use, maximizes investment, and makes sure that knowledge is captured and disseminated efficiently. Knowbler with its in-the-workflow knowledge creation capabilities, makes it easier for the agents to adapt, create, and retain knowledge, driving productivity and efficiency.

Search & Discovery

Advanced search tools save up to 35% of time spent searching for information, thus boosting efficiency. That’s because these tools use sophisticated algorithms for comprehensive search results to enhance productivity and informed decision-making. Knowbler, powered by SearchUnify’s cognitive search, goes a step further with features like Natural Language Understanding (NLU), meta-tagging, and ML algorithms, ensuring easy content findability. Thus, saving time and empowering teams with the right information when they need it, pushing quicker and smarter resolutions.

AI Capacity

40% productivity is improved with AI-driven systems via automated categorization and personalized recommendations. Knowbler exemplifies this capacity by supporting multiple LLMs and employing an agentic AI-fueled approach for an efficient knowledge management process.

Reporting & Analytics

Insights into content performance and knowledge gaps allow enterprises to refine strategies and improve content quality. With Knowbler’s intelligent reporting and analytics, enterprises gain a comprehensive view of their knowledge ecosystem allowing them to rethink and revise their KM strategies for a real-world impact. Consistent feedback loops motivate teams to make data-driven decisions.

Integration

Seamless integration with CRM and other tools enhances collaboration by 30% and eliminates silos. Simply put, seamless integration ensures easy knowledge flow, thus enhancing overall efficiency, which is a must in any KMS. Knowbler excels in this area by providing seamless integrations with leading platforms like Zendesk, Salesforce, and more to make sure that teams collaborate effectively while leveraging a unified knowledge base for optimal performance.

Security and Compliance

A KMS must safeguard against data breaches, ensuring that knowledge is shared responsibly and meets the legal standards and expectations to maintain trust and avoid penalties. Knowbler, powered by SearchUnify, prioritizes data privacy and security at the forefront with its in-built security protocols where enterprises can confidently manage and share knowledge, fully compliant with top-notch data protection standards.

How To Measure The ROI Of Knowledge Management?

As organizations scale, the need to efficiently manage knowledge becomes crucial. A powerful KM solution acts as a single source of truth for all enterprise information, ensuring seamless access to knowledge for all, thus elevating customer experience across all touch points.

Measure Agent’s Contribution

Understanding the contribution of your agents to your KM system is important. A good KMS provides metrics that measure an agent’s contribution towards knowledge articles.

Here’s a pro tip: Choose a KM solution like Knowbler that encourages collaboration with its gamification features that integrate leaderboards, badges, and rewards for knowledge contributors to drive engagement and foster a knowledge-sharing culture.

Measure Article Usage

Article usage metrics, such as the number of views, edits, and feedback, indicate how well the content is resonating with users and addressing customer needs. A robust KM solution should provide detailed insights into which articles are most viewed and used, allowing you to refine and improve content.

Here’s a pro tip: Look for a KM system that includes granular usage analytics to identify high-performing content and make data-driven decisions.

Measure The Case Deflection Rates

A higher case deflection rate means your KM system is proactively and effectively solving customer issues. Therefore, measuring the ROI of KMS is not only about numbers but about tangible results like reduced support costs, better customer experiences, and improved agent productivity.

Measure Reduction in Support Costs

By analyzing the impact of your knowledge management system, you can track the decrease in support costs and how it reduces ticket volumes, average handling time, and resource allocation. With a well-implemented knowledge management solution, there are fewer escalations and quicker resolutions.