{"id":23254,"date":"2019-08-08T00:00:00","date_gmt":"2019-08-08T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/knowledge-management-tools-customer-success\/"},"modified":"2024-04-07T23:36:57","modified_gmt":"2024-04-08T06:36:57","slug":"knowledge-management-tools-customer-success","status":"publish","type":"post","link":"https:\/\/www.helpshift.com\/knowledge-management-tools-customer-success\/","title":{"rendered":"Knowledge Management Tools: The Secret Weapon of Customer Service"},"content":{"rendered":"\n

One of the secret weapons of the best customer service organizations is simple: knowledge<\/em>. Knowledge management tools arm your human agents, your QuickSearch Bots, and your customers with the information they need to solve problems quickly. <\/p>\n\n\n\n

You might have all the answers written down, but unless they\u2019re accessible, they don\u2019t count. Granting ease of access to the content in your knowledge base is a critical link to serving customers. The more organized and efficiently managed your knowledge base is, the easier their problem-solving becomes.<\/p>\n\n\n\n

Great knowledge management tools help increase the efficiency of your customer service organization and enable your customers to effectively self-serve. Here are the applications and best practices for using knowledge management tools within your customer service organization.<\/p>\n\n\n

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\"Books<\/figure><\/div>\n\n\n

Increasing Self-Service Utilization<\/h3>\n\n\n\n

A critical component that your knowledge management tools need to deliver on  is searchability<\/em>. Your knowledge base feeds your customers\u2019 ability to solve their own problems \u2014 but for it to be effective, the articles in your knowledge base must be catalogued appropriately so they are easy to find. In other words, articles must be discoverable<\/em>, which means tagging content appropriately and then putting in place search mechanisms that auto-populate user queries.<\/p>\n\n\n\n

Your knowledge management tools should also optimize your content across platforms, including on mobile devices. Before they reach out to customer service, 64 percent of customers try to solve their issues online or through a company app (source<\/a>). Support in various languages is also critical to many audiences.<\/p>\n\n\n\n

Automation and AI-Driven Bots<\/h3>\n\n\n\n

In addition to having customers search knowledge bases on their own, AI-driven QuickSearch Bots can suggest knowledge base articles based on intent derived by natural language processing. This can help deflect queries and reduce ticket volume, but again, it\u2019s only effective if the bot is  aligned with the knowledge management tools to offer up accurate content to user queries. <\/p>\n\n\n\n

Human Agent Assistance<\/h3>\n\n\n\n

Superior knowledge management tools don\u2019t  just to allow customers to self-serve. They also enable customer service agents to access answers more quickly and resolve customer issues rapidly. Empowering your customer service agents to make decisions is the key to successful customer service as quantified below.<\/p>\n\n\n\n

According to a recent survey<\/a> by the CFI Group, Contact Center Satisfaction Index (CCSI) is highest when three metrics are met: first agent resolution, first call resolution, and low call handle time. When these metrics fail, CCSI falls. <\/p>\n\n\n\n