5 Best Practices for Multichannel Knowledge Management
How to overcome knowledge management challenges
How to overcome knowledge management challenges
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)