Knowledge Management

Better self-service with smart knowledge management

Give customers the freedom to help themselves.

From search engines to web pages and virtual agent bots – ensure your customers can find the answers they are looking for with an effective knowledge management system.

Make the right self-service answers easy to find with smart knowledge management.

Optimise your organisation’s content to improve the customer journey with effortless self-service, starting at internet search and extending across web pages, bots, and digital channels.

Global knowledge provides one source of truth for agents and customers across all of your sites, brands, locales, languages and more.

What is a customer service knowledge base?

A customer service knowledge base is an organised collection of documentation that users can access through basic browse and search functions. It typically includes answers to frequently asked questions (FAQs), how-to-guides, and troubleshooting functions. A good knowledge base will help customers to self-serve and find answers to solve problems on their own. When it is done correctly, a good customer service knowledge base will enable you to scale your customer support program whilst reducing customer effort and improving your overall customer experience (CX).

A knowledge base is a great solution for any sized organisation due to its low investment costs. However, because basic knowledge bases are limited in capabilities needed for easy content management, a robust knowledge management solution has a far greater impact on customer and employee experience.

Knowledge management for better customer experiences

Knowledge Management helps organisations to support the customer journey at every touchpoint, from research and purchase to support and advocacy.

By providing quicker help to customers within their preferred channels, you can deliver better customer experiences and gain a competitive edge. Customers are seeking instant and personalised user experiences throughout their journeys, so making it easy for them to locate relevant content, retrieve information, and answer questions is essential for great CX.

When your customers need information, they’ll most likely turn to Google first. When your website article easily answers their question, or it appears as the top search result and they can easily resolve their issue without additional help, that’s knowledge at work. When your customers arrive at the next step (whether that’s a product page, troubleshooting guide or other), your knowledge content signposts them in the right direction. Whether customers access documentation and help via your website, or they engage with a chatbot once they’re on your site, offering Knowledge Management solutions for digital self-service will satisfy their needs.

Effective Knowledge Management improves the customer experience by reducing time to answer and improving the quality of help.

What Our Contact Centre Customers Are Saying...

Leading Energy Provider Takes Customer Service to the Next Level with Omnichannel Customer Experience

See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.

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Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.

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See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

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See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

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musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.

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Beauty Pie work with Route 101 and Digital Genius to automate its operations.

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Government agency streamlines its casework management and maximises efficiency with Route 101's help

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Learn how MEP Hire worked with Route 101 to improve hire desk user experience, efficiency, and productivity.

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Knowledge management for better agent experiences

Informed agents elevate your business. In order for agents to enjoy high levels of satisfaction, as well as become more efficient and effective, they need the right knowledge, tools, and resources to support them.

A smart knowledge base can help agents in three key ways:

Allow them to lean on bots to manage questions that don’t need a human touch i.e. where is my order (WISMO)
Contextual search and Natural Language Processing can put the most relevant knowledge at their fingertips by leveraging AI and Machine Learning
Empower them to develop and improve their knowledge over time

Knowledge Management makes it easy for support teams to share knowledge and to learn more about products and services.

A good knowledge base of content can aid agents with the information they need to better serve customers, whilst effective Knowledge Management makes it easy for support teams to share knowledge and to learn more about products and services.

Knowledge Management creates a better working experience for agents in numerous ways, including delivering agent assistance, to ensure agents have the right information on hand. Organisations with strong Knowledge Management tools can enable subject matter experts to contribute knowledge content and formalize the process of sharing expertise.

By creating internal document repositories, businesses can house helpful knowledge like HR documentation and compliance materials and ensure that this is accessible across the organisation.

Using a smart knowledge base can unlock agent potential - make it easier for agents to effectively serve customers by extending important content into their workspace. Knowledge Management can also have a big impact on training and onboarding by making the right knowledge readily available to agents.

Unlock agent potential with smart knowledge management

Knowledge Management for Ticket Deflection
By using bots to resolve basic, common queries, organisations can free up agents to support the more complex interactions, whilst reducing agent frustration and increasing agent engagement.

Incorporating AI-powered Knowledge Management into bots to enable them to intelligently match customer questions to related content already available within your knowledge base, and offer that answer to the customer, will free up your agents to focus on the tougher questions that require a more human touch.
AI-powered Knowledge Management for Agent Assisted Interactions
When it comes to Knowledge Management, relevance is key, and the right Knowledge Management solution will get relevant information to your agents faster. Leveraging machine learning and AI to find and display the best article recommendations from the knowledge base will improve agent efficiency, and, as a result, boost both customer and agent satisfaction.

AI can also be used to identify gaps in content where you need new content or where existing material can be improved based on the issues that customers are having.
Incorporating Knowledge Management into the Agent Workflow

Agents can often take an active role in ensuring the health of your knowledge base, by:
- Providing feedback on existing or potential articles within the help centre
- Vetting articles on a regular basis to ensure their relevance
- Publishing directly to the help centre

Knowledge management to improve customer loyalty

Knowledge Management can directly impact your business KPIs and boost long-term customer loyalty and a willingness to recommend your brand to others, by reducing the time to answer and improving the quality of help. Knowledge Management is directly tied to the following metrics:

Net Promoter Score (NPS) measures the extent to which a customer is prepared to recommend a business to others. Successful Knowledge Management supports and supplies customers with comprehensive product information and documentation to foster brand advocacy.
Customer Effort Score (CES) measures how easy it was for customers to find what they were looking for, or to resolve an issue. This includes finding self-service content in all digital channels they use and contacting support with ease.
Customer Satisfaction (CSAT) measures the support experience after cases are closed and satisfaction with the service provided. Effective Knowledge Management keeps customers from needing to repeat themselves by presenting a history of content viewed, and empowers agents to find the documentation they need to reach a resolution quickly.

Common knowledge management KPIs.

To measure the success and efficacy of a knowledge management platform, organizations must look at key customer (internal and external!) outcomes, as well as broader organizational KPIs.

Self-service adoption rate
Self-service success rate
Agent adoption rate
Ticket deflection
# of documents created
Article linking
Article creation
Article reuse
Article quality index
Organic search traffic
Keywords rankings

How does knowledge management drive CX results?

Prioritising customer experience is one thing, but delivering timely content in the various channels that comprise the customer experience is another challenge altogether. The scope and reach of Knowledge Management has expanded significantly to accommodate evolving contexts, devices and channels that internal (support agents / employees) and external (customers) audiences use to seek information.

When done right, a Knowledge Management system can empower customer self-service and minimise inbound contact, promoting customer success and reducing cost to serve.

Knowledge Management for Customer Self-Service

Create better customer experiences with knowledge management.

Effective knowledge management for better CX: