3 Common Pitfalls When Implementing a KMS
Implementing a KMS solution is an important part of any customer experience strategy. We know that a growing majority of customers would prefer to self-serve and reach out to the company only if they are unable to satisfy their needs on their own. At the same time, pressure is on in the contact center for agents to work faster. Having a knowledgebase at their fingertips is one way to meet that goal.
Implementing a KMS doesn’t have to be a daunting task. However, there are some common pitfalls that you will want to avoid:
1. Start with a Brain Dump
It’s easy to see why this happens. You are tasked with taking an initial stab at creating the knowledgebase content. Of course, you just start a list of everything you know. And wow, you know a lot! The truth is, not only will this take forever, but you will also likely create a ton of content that is never accessed. To be effective, a knowledge management system should be more than an FAQ. Ideally, a KMS solution will allow you to get started with existing documents and sites, as well as linking to external trusted sites. A smart KMS can learn as it is used and provide feedback to the author of the knowledgebase regarding what information customers are looking for, so updates can be done in a purposeful way.
2. Launch it and Leave it
The world is constantly changing, and therefore your knowledgebase has to evolve as well. We’ve probably all seen this happen at one time or another. There is an initial push, excitement, effort, time commitment to getting everything just right as a new KMS is being implemented. That’s fantastic, but without regular maintenance, the knowledgebase you spent so much love and care launching will be gathering dust and becoming obsolete. A simple, graphically-based interface is key to continuing to build out content.
3. Miss Out on Valuable Customer Insights
It’s wonderful to provide accurate information to your customers and agents, but it’s also a great opportunity to learn more about your customers at the same time. Knowing what they are asking for, how they asked, how many times they asked, are all very telling. For example, maybe you are messaging about something using words that are not really what people are looking for. Or, if they continue to ask the same question in a slightly different way, this could indicate that additional content around that subject area needs to be added to your knowledgebase.
Astute Knowledge KMS utilizes natural language processing to really understand the intent of the question(s) being asked, has an easy to use authoring tool and a learner function that provides customer insights to the team.