5 Best Practices for Multichannel Knowledge Management
- Unify knowledge sources early on. Avoid lengthy migration projects, content that customers and agents don't find useful, and taxonomies that don’t align with what searchers need (Best Practice #1)
- Establish a process for knowledge capture. Capture knowledge as issues arise, apply it to resolving customer issues, and share it via AI-search and recommendations (Best Practice #2)
- Prioritize customer self-service. Improve self-service across every touchpoint: search box, contact support form, customer communities, and even within the product (Best Practice #3)
- Foster a “culture of curiosity” by encouraging due diligence as part of a knowledge management process (Best Practice #4)
- Monitor regularly. Get feedback from teams across your company to find out how well the initiative is going (Best Practice #5)
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