“Too often, people think of knowledge management as a noun. They’re mistaken: Knowledge Management is a verb, a way of getting work done.”
~ Jeff Angus
The present scenario witnesses a large volume of customer inquiries that come with the pressure on support teams to resolve issues quickly and efficiently. That’s why, a well-executed knowledge management (KM) strategy proves to be a foundation for providing exceptional customer service and enhanced productivity. However, the struggle begins with optimizing KM systems to yield tangible returns (ROI).
74% of the companies interviewed by Gartner last year prioritized implementing knowledge management (KM) best practices to enhance customer experiences to promote a self-service ecosystem.
At KM World Event in Washington D.C., SearchUnify presented its Agentic AI-fueled solution, Knowbler, that transforms the way enterprises manage knowledge with these 5 proven tactics:
1. Adopt KCS Methodology For A Healthy Knowledge Base
Follow the KCS (Knowledge Centered Service) methodology to create a scalable and sustainable knowledge base. Undoubtedly, the KCS (Solve + Evolve Loop) is the backbone of an effective KM system.
- Solve Loop: For resolving customer issues, agents can use Knowbler’s pre-defined templates to document solutions, flag outdated and duplicate articles or articles for revision, and auto-index new content with its ML algorithms.
- Evolve Loop: On the analytics side, agentic AI-fueled Knowbler tracks key performance metrics such as agent contributions to the knowledge base, case deflection rates, and more. With this data, enterprises continuously refine their KM strategy to keep the content health in check and align knowledge management initiatives with business outcomes.
Let’s say: For Syntellis, Knowbler proved to be an integral part of their knowledge management strategy, inculcating a knowledge-sharing culture and driving measurable outcomes.
The Results?
- 23% increase in customer self-service searches
- 263% increase in knowledge-linked article clicks
- 18% reduction in case volume
2. Refine Your KM Strategy With Analytics
Analytics provide priceless insights into your content’s performance and gaps within your knowledge base. When you monitor your agents’ contributions, you revise and improve your KM strategy based on real-time feedback and data.
Capturing the voice of the customer is the most essential part of a self-solve process. While updating their knowledge base, most enterprises overlook customer feedback. That’s where Knowbler integrates the next-best action using its LLM-fueled article recommendation system to ensure that your knowledge base aligns with the customers.
3. Leverage Automation For Quick and Seamless Knowledge Creation
With artificial intelligence, automating time-consuming tasks becomes easy and allows agents to focus on high-value work. With agentic-AI-fueled Knowbler, knowledge creation becomes a cakewalk.
- Pre-defined templates: Agents get a heads-up with Knowbler’s pre-defined template for knowledge creation as it makes it easy for the agents to capture, index, and structure new content without any extensive training.
- Agentic-AI capabilities: Knowbler’s AI-driven capabilities help suggest relevant content titles, and summaries, and organize knowledge systematically, making the content creation process seamless.
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.
4. Encourage A Knowledge Sharing Culture
A successful KM strategy does not only need technology but it also depends on a knowledge-sharing culture. However, many enterprises struggle with knowledge silos where critical insights remain locked within individual teams. And, to combat this issue, Knowbler encourages cross-team knowledge sharing by helping agents create a centralized knowledge base. Moreover, Knowbler’s ‘Knowledge Champion Dashboard’ promotes gamification to motivate agents to actively contribute to the knowledge base.
5. Keep Content Updated With Content Health Parameters
Outdated content diminishes the scope of a delightful customer support experience, leading to higher ticket volumes and increased agent frustration. To ensure that your knowledge base remains accurate and relevant, it needs continuous monitoring. That’s how Knowbler’s content health checklist enters the picture to help you define your benchmarks for content quality and track performance using real-time analytics. Moreover, agents get to automatically flag outdated or duplicate content for review, so that the knowledge base remains fresh and up-to-date.
Quick Fact: AI spending is projected to grow to nearly USD 298 billion by 2027. That’s because organizations are increasingly identifying the value of AI in improving KM efficiency.
SearchUnify Knowbler To Your Rescue
The future of knowledge management lies in data-driven solutions. By adopting the above five KM strategies and leveraging advanced tools like Knowbler, enterprises can significantly improve their KM ROI. Whether you want to empower your agents to create knowledge, foster a collaborative culture, or wish to use AI for content generation, updation, etc. Knowbler can transform your enterprise’s knowledge management program.
Request a demo to see how Knowbler simplifies your workflow and keeps your knowledge base in top shape.
