Ebook
5 Best Practices for Multichannel Knowledge Management
People want more content for content’s sake. Until companies find ways to unify content across multiple channels, customers and service agents will struggle. Find in this ebook how to proactively answer your customers’ questions and support your agents with five multichannel knowledge management best practices.
- Information isn’t useful if it's not organized. 53% of customers say the biggest self-service obstacle is not being able to find information on their own.
- Thanks to an AI-powered unified index, content can remain where it is while users receive a consistent, coherent experience regardless of channel — and security and access rights remain enforced
- A multichannel knowledge management strategy can help you proactively answer customer questions via self-service, and support service agents with continuous, in-the-flow training.
- 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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