There’s a huge graveyard of failed customer service software implementations, and still others are on life support due to the basic fact that they are not usable. Think of the world we live in, with products and services from Amazon, Apple, Google, Facebook, and the like:
Intuitive user interfaces that don’t require training to be able to use them
Predictive type-ahead where suggested topics are displayed in a dropdown menu to help users autocomplete their search terms
Aggregation of content from different sources, all linked together so that it adds value to the user
The right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to a successful interaction. When done correctly, knowledge personalizes an interaction, increases customer satisfaction, reduces call handle time, and leads to operational efficiencies.
Embarking on a knowledge management project is hard. Concerns include:
Worries about cultural readiness and adoption. Many executives don’t understand how activities done by a knowledge team translate into real business outcomes and don’t support these programs with the adequate resources for success.
Concerns about making content findable. The best content is useless if it can’t be found when needed. “Findability” has to do with search technology, a solid information architecture, and giving users alternate methods to search for retrieving knowledge.
Questions about keeping content timely. Knowledge must be kept current, and new knowledge must be published in a timely manner so that it can be used to answer new questions as they arise.