Excellent white paper from Parature on Best Practices for Knowledge Development.
With the growing role of content as a service differentiator, a high-functioning knowledge management infrastructure is critical for competitive service delivery. It’s also a much more efficient way to run your company so that valuable knowledge is captured and documented rather than constantly recreated.
The benefits are five-fold:
- Increased customer satisfaction and loyalty.
- Improved employee productivity and team performance.
- Streamlined training for new hires and existing employees.
- Improved search engine optimization and visibility.
- Better understanding of user needs.
Quality, up-to-date content is key. Consumers are now more likely to go to Google to get the answer to a question than they are a company website.
Find out what your customers want. More and more, customers want to know how to improve usability and productivity.
By optimizing your content you are better able to engage your customers by meeting their needs and expectations.
The following are 11 “best practices” for creating a thriving knowledge infrastructure:
- Streamline and automate knowledge content creation, review, approval, and retirement processes,
- Build time into the agent workflow to handle content life-cycle duties.
- Staff appropriately so content won’t stagnate and die.
- Include other departmental stakeholders in the workflow for collaboration, contributions, and inter-departmental strategy development and set permission-based rules for access.
- Segment agent- and customer-specific content within the knowledgebase.
- Apply the 80/20 rule to defect-related content such as break/fix problems.
- Index and summarize content — including usability content — to optimize searches.
- Leverage user rankings and satisfaction scores.
- Analyze searches for incident trends and service gaps to improve content.
- Search social media for potential knowledgebase content.
- Develop a strategy for addressing external content about your product and services.
A well-managed knowledgebase will serve as a tremendous resource for your employees and your customers and provide great content for inbound marketing.
What are your keys for managing your knowledgebase?