If your knowledge base isn’t populated with good, up-to-date knowledge, you can’t provide good customer service. Only when your knowledge is correct, relevant to what the customer is asking and easily findable can you create a positive experience for your customers.
To make sure you give consistently superb service, you should embrace a philosophy that we like to call Knowledge 1st™. This means emphasizing the importance of knowledge throughout your organization and thinking about knowledge at every juncture. When everyone is involved in creating and updating knowledge, you will have a knowledge base that is up-to-date and populated by knowledge that people are looking for.
Our most successful clients have embraced the concept of Knowledge 1st. By making knowledge central to the organization, they benefit from:
- reduced cost per contact
- improved first-call resolution
- improved service levels
- increased customer satisfaction
- increased productivity
Our newsletter titled Knowledge as the Foundation of Customer Service discusses Knowledge 1st and other aspects of Knowledge Management that increase customer and employee satisfaction and help boost the customer service you provide. It includes research by leading analyst firm Gartner, Knowledge Management Will Transform CRM Customer Service.
Author: Simon Yelsky