First Call Resolution (FCR) is incredibly important to achieving great customer service. A rich knowledgebase is a must have tool. For PhaseWare, we have an internal knowledgebase that is accessed by our Customer Support Representitives and an external knowledgebase that is accessed by our customers via the Self Service Center. Everyone knows knowledge management is essential, but what about “just in time” knowledge management?
How do you create an efficient, easy-to-use knowledgebase at your customer’s fingertips? There are four things you need to know in order to create this type of “just in time” knowledge management system.
The Right Information: First, you have to have the right information for your customers. You can’t just have a bunch of random, useless information. You need content. Just like it was written the PhaseWare Files blog, get expert knowledge, know your business, etc. You need to have the right information.
Be Able to Find the Knowledgebase: What good is a knowledgebase full of incredibly useful information if your customers can’t find it? Make sure your customers know about it and where to find it!
No Puke: This sounds gross but so is an unorganized knowledgebase. Don’t just throw up information and hope users can find it. In order to have a great knowledgebase, manage your knowledge properly and organize it well. Make it as simple as possible for your customers.
Reuse: Reuse all the superb content that you have! Yes you need to keep it up-to-date but make it reusable!
All of these steps will help you create a content-filled “just in time” knowledgebase. This helps you keep your status as an excellent provider of customer service as well as saving you time and money. Who doesn’t want that?
Do you believe in “just in time” knowledge management? How do you create a great knowledgebase?
Republished with author’s permission from original post.
