Positive service experiences make all the difference. Whether you work in customer service, IT, HR, or elsewhere within your organization, it’s critical to maintain a single source of truth.
Knowledge Management lets you deliver impressive service to customers, prospects, and employees by ensuring everyone gets the accurate and up-to-date information they need – when, where and how they need it.
The USU predictive knowledge management solutions takes a holistic view of your service to establish intelligent knowledge management across all departments, functions, and communication channels. This lets you reach your service KPIs more efficiently and increase overall satisfaction.
Solve today’s dynamic workplace challenges with modern KM strategies.
Knowledge management (KM) is the ongoing process of managing your knowledge resources as you would with human or financial resources. The word management lies at the heart of the success or failure of KM projects because it’s what differentiates professional knowledge management from other solutions.
Knowledge management software encompasses the entire lifecycle of information. This journey includes capturing documented and undocumented data, organizing and structuring data, reviewal and approval, omnichannel delivery, incorporating feedback and optimizing it . KM is a continual process, not a project with an end date or solution that can be deployed and done.
Each part of the lifecycle requires supporting functionality such as indexing data from one or multiple sources, custom workflows, a robust editorial system and processes, integration with multiple communication channels, user feedback and analytics for optimization.
Dealing with information is one of the biggest challenges organizations face today. The ever-increasing volume is the first problem, followed by sorting through duplicate, low-quality and inaccurate information in multiple locations. Knowledge management enables you to overcome these by centralizing information into a single location, adding editorial and quality control processes and being able to deliver it in multiple channels while still from a single source.
Knowledge management aims to deliver the right support information to users (customers, employees, partners etc.) within the context of a conversation or issue in the channel of their choice. Because it includes the entire lifecycle of information from capturing, organizing, reviewing, delivering, and optimizing, it may have similarities to other tools you use but is still serves a very different purpose.
Comparison: Knowledge Management vs. Document Management vs. Content Management
There are a wide range of direct and indirect benefits to introducing KMS in your organization. These include:
Faster search, centralized data and decision trees mean more calls are solved the first time.
With predictive search, interactive troubleshooting and one place to look, agents can resolve issues faster.
Built-in e-learning means agents can train where they work, learning both the tool and content simultaneously reducing onboarding by days and even weeks.
Multilingual and multi-market support make international service a breeze.
With all your service channels connected to a single source of truth, you can manage them in one place with no duplicate effort.
Advanced analytics help identify search and issue trends, find content gaps and ensure self-service for the most frequent issues.