“The most important thing for a company is to create knowledge—if it cannot create knowledge, it is doomed to failure.”
~ Ikujiro Nonaka & Hirotaka Takeuchi
Let’s look at the costly chaos of content duplication. Suppose, Mira is a knowledge manager at a MNC. Every day her team works tirelessly to update the internal knowledge base with articles, FAQs, and troubleshooting guides. Yet, despite their efforts, agents struggle to find relevant content when assisting customers. Frustrated, Lisa discovers that different teams are unknowingly creating the same content—wasting time, and resources, and increasing redundancy.
Forrester reports that 40% of an agent’s time is spent searching for or recreating existing content. Yet, 70% of enterprise knowledge is either duplicated or goes unused. This inefficiency impacts productivity, customer satisfaction, and the bottom line.
But, what if enterprises could leverage existing knowledge assets instead of constantly reinventing the wheel? That’s where the art of knowledge reuse comes into play.
What is Knowledge Reuse and Why is it Important?
The process of systematically leveraging previously created knowledge i.e. where agents could access the right information at the right time – is termed knowledge reuse. In short, instead of creating multiple versions of existing knowledge, teams can repurpose and refine it, leading to:
- Reduced operational costs – Teams don’t need to invest in redundant content creation.
- Improved agent efficiency – Teams take less time searching and more time resolving issues.
- Improved knowledge consistency – Ensures accuracy across all touchpoints.
- Quick response times – Support teams can quickly retrieve and update relevant content.
Quick Fact: KM World reports that enterprises prioritizing knowledge reuse reduce support costs by up to 25% and improve first-contact resolution rates by 30%.
Are You Missing Out on the Hidden ROI of Your Existing Content?
For enterprises, knowledge is a goldmine – yet most don’t realize its value. Instead of investing in fresh content each time, organizations can maximize ROI by systematically repurposing, refining, and distributing existing knowledge. Here’s how knowledge reuse drives ROI:
- Cuts content creation costs: CMI reports that an average enterprise spends around USD 10,000 to USD 50,000.
- Speeds up training and onboarding: New agents tap into well-documented insights instead of starting from scratch, cutting onboarding time by 40%.
- Improves self-service success: 91% of customers prefer self-service if the right knowledge is available. By surfacing existing, high-quality content, enterprises improve self-service adoption and deflect unnecessary support tickets.
As rightly put by Nancy M. Dixon in her book ‘’Common Knowledge: How Companies Thrive By Sharing What They Know’’
Leverage SearchUnify Knowbler To Maximize ROI From Existing Content
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.
What Makes Knowbler Essential for Effective Knowledge Reuse in Enterprises?
Undoubtedly, enterprises need an intelligent knowledge management solution to avoid knowledge duplication and streamline content utilization, creation, and repurposing. Here’s how SearchUnify Knowbler helps enterprises master knowledge reuse:
1. AI-Powered Knowledge Capture: Knowbler automatically identifies gaps in existing knowledge and suggests relevant content. Instead of creating redundant articles, support teams can update and refine existing ones.
2. In-Workflow Knowledge Suggestions: Agents get real-time content recommendations while responding to tickets. This ensures they use verified knowledge instead of reinventing responses.
3. Unified Knowledge Repository: All content—FAQs, troubleshooting guides, and support articles—is stored, indexed, and categorized in one centralized location, eliminating silos.
4. Content Gap Analysis & Insights: Knowbler analyzes content usage trends, showing which articles are frequently accessed, outdated, or missing—helping organizations prioritize content updates effectively.
5. Smart Content Tagging & Search: Agents and customers can quickly find relevant knowledge using AI-powered tagging and search, reducing resolution times and improving self-service adoption.
Get Ready For A Smarter Approach To Knowledge Management
Knowledge isn’t just power, it’s a strategic asset. And, enterprises that embrace knowledge reuse save time and costs and build a more efficient, intelligent, and scalable support ecosystem. So, why not let SearchUnify Knowbler help you unlock the full potential of your knowledge assets?
