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5 Best Practices for Multichannel Knowledge Management
- Unify knowledge sources early on. Avoid lengthy migration projects, content that customers and agents don't need, and taxonomies that don’t align with what searchers need (Best Practice #1)
- Establish a process for capturing knowledge. Create new knowledge, use it to resolve customer issues, share it via search and recommendations, and capture it to share with others (Best Practice #2)
- Prioritize content discovery. Improve content discovery via search, your contact support form, customer communities, and even within your 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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