Customer satisfaction can be defined as how happy customers are with a company’s products, services, and capabilities. Learn how a Knowledge Management system can help keep your customers satisfied.
The Customer Satisfaction Score (CSAT) has become one of the the defining data points to evaluate consumer experience and brand growth. While the marketing, pre-sales, and sales processes add to customer satisfaction, customer service heavily influences CSAT scores.
Customers demand immediate and accurate resolutions to their problems, and at times, agents succumb to this pressure in the absence of proper and organised information. At times like these, a Knowledge Management system could prove to be a boon for organisations looking to revamp and revitalise their customer experience and boost customer satisfaction.
The dilemma of Customer Satisfaction for today’s demanding customer
Multiple factors drive customer satisfaction which is growing more complex every day with social media innovations. Customer experience has been revolutionised, and customers expect unique and engaging ways to interact with brands. The demands are challenging, and there’s intense rivalry between brands to be on top. Using Decision trees in customer service organisations constantly seek to improve their CSAT scores to provide their customers with a premium and memorable experience.
The era of increasing choices and information overload
We live in a world with limited attention spans and an overabundance of data. Customers make their choice in split seconds, and it becomes vital to hold their attention for a better customer experience. Brands have less than a minute to impact and attract a potential customer; the first interaction could pave the way for a long-term consumer.
Customers face several challenges like excessive, unorganised information. They also have to go through a lot of conflicting information on self-service platforms. Often, the resolutions provided are inaccurate,, or the response time is low, leading to extreme frustration.
A knowledge management system is crucial to solving these challenges, improving today’s picky customers’ stickiness, and improving overall C-SAT scores.
The need for Knowledge Management
A knowledge base is a single repository offering comprehensive information about a product or a service. It is a searchable directory offering a single source of truth for consumers.
It is possible to achieve positive customer service across multiple channels and different touchpoints with incredible consistency using a knowledge management platform.
An excellent knowledge base helps both the internal teams and the customers in case they’re interacting with a self-service platform. A single unified knowledge platform gives the power to extend customer service content to their preferred medium. It helps create content ranging from ‘how-to articles’ to pictorial guides.
How Knowledge Management can help improve customer experience
A knowledge base must be built-in synergy with organisational goals, structure, and culture of the workplace. A knowledge base is a one-stop solution to create, store and access in-depth information. A Knowledge base platform is suitable for both small and large businesses. Most modern Knowledge Management platforms are customisable and allow adding or removing features according to specific needs.
Knowledge Management systems enable self-service, offer faster resolutions & fewer tickets. A Knowledge base built on an omnichannel strategy provides great consistency despite any mode of communication. It increases the overall CX by providing high first call resolution and lower abandonment rates. They empower structured content management and help in easy navigation towards solutions.
Knowledge Management systems also provide pictorial and visual guides and a step-by-step resolution for an accurate and quick answer. Chatbots powered by Knowledge Base can interact with customers like a live agent solving their queries without the need for human intervention.
The need for a futuristic Knowledge Management solution to sky-rocket your C-SAT
If you look to improve your CSAT scores instantly, the Knowledge Management system is what your brand needs. It provides an all-in-one searchable knowledge directory for comprehensive knowledge, information, and data. With the benefits of cloud computing, updates on just one system reflect them across all other networks.
You can also create visual guides for hard-to-follow information and make it easy for agents and customers to follow. A knowledge management platform understands and regards the power of communication and gives multilingual support to create and store information in the preferred language.
The knowledge management system focuses on reducing the average wait and hold times and offers quick resolutions. It is a single platform accessible to agents containing the information required to save considerable time on communication and drastically bring down average handling times.
A user with no prior content creation experience can instantly begin authoring, editing, and creating fresh content through the Knowledge Management System. Multiple security layers help in seamlessly defining roles and rights among internal teams to provide a clear and steady flow of information and create a hierarchy. A knowledge management system has multiple approaches that help in finding relevant information instantly through keyword search.
A Knowledge Management system uses its capabilities to support multiple information formats and ensures that all organisational data is structured and accessible on a centralised platform. Some of the supported formats are PDF, word documents, PPTs, and excel spreadsheets. With Knowledge management, you can easily access a library by allotting permissions and rights to users, employees, and front liners.
A knowledge management system comes with an analytics dashboard to observe, study and analyse the content hit day-wise and name-wise together with the overall usage. Analytics helps in identifying what customers are looking for and helps to prepare better for the future.
Further, a customised knowledge management system gives a unique feel according to customers’ demands. With features that allow you to add your company credentials on the frontend and organise all business-related information and knowledge, a great Knowledge Management system can revolutionise the customer experience and exponentially increase C-SAT scores.
A knowledge management system is also beneficial for agents who can find relevant information quickly and focus more on consumer interaction. A great Knowledge Base is a building block that helps facilitate good customer interactions and high customer satisfaction. Implement a Knowledge Management system powered with omnichannel support and give wings to your customer experience.