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Knowledge sharing is a crucial aspect of any successful organization. It enables employees to learn from one another, prevents information from being lost when employees leave, and creates a seamless experience for customers. However, many companies struggle with effective knowledge sharing strategies, leading to inefficiencies and lost productivity. In this article, we will explore the importance of knowledge sharing and provide strategies to wow your customers through effective knowledge management.
The Wow Gap: A Need for Knowledge Sharing
Before the pandemic and the Great Resignation, knowledge management was often overlooked. However, the global events of the past year have highlighted the importance of knowledge sharing for distributed workforces. Companies are realizing that employees, customers, and partners need easy access to relevant and personalized knowledge to enhance their experiences.
The "wow" gap refers to the difference between the personalized and relevant experiences customers receive from other service providers, compared to their experiences with your company. To bridge this gap, organizations must prioritize knowledge sharing to provide exceptional customer experiences.
The Power of Wow Moments
Wow moments occur when customers receive relevant and contextual knowledge in the moment of need. These moments go beyond traditional knowledge management and content strategy – they account for user intent and provide real-time recommendations through AI. Wow moments have the power to alleviate customer frustration and deliver exceptional experiences.
Knowledge Sharing Strategies to Wow Your Customers
To create wow moments and bridge the wow gap, organizations must implement effective knowledge sharing strategies. Here are seven strategies to consider:
1. Elevate Self-Service Search
Make it easy for customers to find information and help themselves. Unify knowledge from various sources and infuse customer communities and self-service portals with relevant resources. Consider allowing Google to index your self-service content to ensure customers can find what they need even before reaching your website.
2. Make Better Recommendations
Utilize rich usage analytics to learn from previous customer interactions and predict their future needs. AI-powered recommendations enhance the customer experience, build brand loyalty, and drive conversions. Machine learning can help track resource effectiveness and provide insights into customer preferences.
3. Deflect Cases So Customers Don't Have to Call
Implement case deflection strategies to minimize the number of customer support calls. Use techniques like displaying potential solutions as customers type in their issues and leverage insight engines to measure and improve case deflection. Continuously enhance self-service experiences to support efficient case deflection.
4. Extend Content to In-App Experiences
Go beyond traditional knowledge sharing channels and offer contextual recommendations directly within your software and services. Help customers find the information they need without leaving the application they are using.
5. Enable Agents to Work Smarter
Empower customer support agents with relevant knowledge directly within their case console. This not only increases their proficiency but also reduces attrition and protects your brand. Provide real-time recommendations based on customer profiles and previous interactions to streamline support processes. This will definitely help increase NPS!
6. Translate and Localize Support Content
Don't overlook the importance of translating and localizing support content, especially for multinational or multi-regional enterprises. Extend low-friction experiences to a broader audience by providing knowledge in their preferred languages.
7. Capture Employee Knowledge
Create a culture of knowledge capture and transfer within your organization. Enable employees to share and improve their knowledge while ensuring valuable information is not lost when employees leave. Knowledge-centered service principles can help improve employee retention and overall organizational success.
