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Drive Customer Success with Knowledge Management

Written by Bloomfire Admin

There’s a reason you drag yourself to Starbucks every morning and pay over five dollars for an average cup of coffee (guilty as charged). You’re not just paying for the beverage; you’re paying for the experience.

In the same way, customers have high standards for their customer experience. As technology continues to advance, shaping the way consumers shop and interact with their brands, those standards will continue to rise. If you want to remain competitive in your industry, your organization needs to go above and beyond to give your customers an exceptional support experience. Customers want their problems solved and questions answered as quickly as possible. If this doesn’t happen, they will hold your organization accountable in a very public way. We don’t need to tell you twice that this response will come at a massive cost to the bottom line.

Deploying an effective knowledge base is proven to help companies excel in customer service. According to a study conducted by Aberdeen, top performing companies are 38% more likely than others to deploy a centralized knowledge base containing product and service information.

Common Customer Service Challenges

Most customer service teams struggle with the same challenges: lack of accessibility and shareability, poor resolution time, etc. These problems are easily solved by successfully adopting a knowledge sharing system which operates both internally and externally.

External use. Many knowledge sharing platforms have the ability to be accessed directly by a company’s customers. Ever heard of the 80-20 problem? Roughly 80% of the calls that customer service representatives receive address FAQ’s which can be resolved with a stock answer. For those common, easily resolved issues, no one should have to make a phone call. It wastes both your client’s and your customer service team’s time. There’s an easier and faster way for customers to resolve their issues: self service.

A customer-accessible platform will allow your customers to find the solutions they’re looking for immediately upon encountering the issue. Your customer support team can focus their efforts on the other 20% of problems, where it can really get tricky, and your customers can solve their problems with a simple search; it’s a win-win.

Internal use. Smart internal knowledge sharing will solve your customer support team’s difficulty accessing the right content at the right time. When a customer does have to call support, they don’t want to spend all day on the phone. If your customer service representative spends several minutes searching for a solution in an unorganized archive of files, you may have just lost a customer.

A knowledge sharing system with high-performing search is exactly what your team needs to prevent such a loss. It will enable your representatives to immediately locate any document or information they may need to provide quality assistance in the shortest possible amount of time.

So many customer service teams fall prey to working in silos, isolated from all the valuable information and knowledge living right outside their own department. An internal knowledge sharing solution will also break down these silos and recover information that is not being utilized to its full potential because the customer service rep just didn’t know who to ask.

Why Knowledge Management Is Great For Customers Too

Let’s not forget that the whole point of customer service is to please the customers, and what makes customers happiest? Great customer support. Here are just two of the ways that a successful knowledge management solution benefits the customer:

The rise of self-service options. When you’re in the middle of an overwhelmingly busy day and you encounter a problem with a product, do you:

        A) Pick up the phone to call the company?

        B) Head to Google to find a solution without having to make a call?

Chances are you chose B. Companies that use knowledge sharing tools to get answers out there- on their website, in forums, and in apps- are helping customers save time. A pleasant interaction with a customer service rep is always valuable, but appealing to your time-savvy, busy clients may be even more valuable.

The Rise of Customer Communities. A powerful knowledge sharing solution should not be limited to the customer-company relationship. They should also enable forums or communities where customers can also reach out to each other.

When a customer addresses their question to a group of fellow business people, they suddenly  have the potential to hear insights from new sources that go beyond the obvious answer. By providing customers with an easy way to collaborate on issues and ideas, customer service representatives can spend more time solving bigger problems in their organizations.

Knowledge sharing has always been a major component of quality customer service. Smart knowledge sharing empowers customers to find answers on their own, unearths information and content faster, and allows customers to help each other find the best solutions to their problems. With these tips, your customer service reps can provide your customers with your own version of the complete coffee shop experience: the coffee (exceptional, not average), the hustle and bustle of a coffee shop, AND the cozy lights.

Harness The Power Of Knowledge Sharing With Digital Transformation

Companies that grasp what the digital workplace is really all about are willing to change the ways people and applications connect across their organizations. By fostering a digitally driven culture of collaboration, they break down silos, share knowledge more effectively, and compete more successfully.

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