How to Boost C-SAT Score Through a Robust Knowledge Management Strategy?
Contributed by Manpreet Singh Chawla
The interdisciplinary process of developing, utilizing,
sharing, and managing an organization's information and knowledge is known as
knowledge management (KM). It's an approach for maximizing the value of an
organization's knowledge assets to meet business goals including increasing
competitive advantage, improving performance, promoting innovation, sharing
The primary goal of knowledge management is to link people
seeking knowledge with those who already have it.
Advantages of knowledge management tools
One of the advantages of knowledge management systems and
technologies is that they enable deeper, richer, and more transparent
communication. This type of communication, for example, is necessary to
facilitate successful research and development.
Knowledge management solutions break down data silos,
allowing more employees in a company to take advantage of institutional
knowledge. Better internal communication tends to translate into a better
ability to communicate brand, service, and product value to external
base tools for customer service make customer service more personalized and
effective. It helps to tackle tricky situations in a better manner by ensuring
customer service teams have access to correct knowledge at crucial times.
Knowledge management acts as a strong pillar for effective customer service.
The ultimate aim of KM is to enhance the team's and
organization's overall process efficiency just like employee monitoring
software for remote teams.
What exactly is C-SAT?
Customer satisfaction (C-SAT) refers to a customer's level
of happiness or contentment with your products or services. It is made up of a
customer's opinion, experience, and perception of your brand. Customer
happiness is determined by the quality, value, and expectations that your
organization provides. CSAT measurement can ensure customer satisfaction with
the product and service.
How to improve customer satisfaction by implementing a solid
knowledge management strategy?
1. Break information silos
Many businesses store important information in various
systems that are dispersed throughout their operations. Even outside of
established enterprise systems, knowledge occurs on a lot of platforms.
All of this content is scattered. Because all data sources
are searched at the same time and the results are presented in a single,
integrated perspective, knowledge management solutions with federated search capabilities
eliminate data silos. Improving access to information and making it easier to
comprehend, improves query resolution, thereby enhancing customer
2. Consistently deliver information across all channels
Knowledge management systems provide customer self-service
and agent tools that convey the same knowledge everywhere. Customers want
consistent responses to their questions across all channels, including voice,
email, live chat, social media, chatbots, and web-based and mobile. The same
information can also be customized for mobile devices such as cellphones, game
consoles, tablets, and GPS systems.
3. Quickly locate information
Customers want speedy responses to their questions. Through
automated and intelligent support, the knowledge management system may assist
self-service users and contact center personnel in quickly locating relevant
Advanced search capabilities, such as natural language
processing (NLP), analyze the intent of users' statements rather than requiring
them to know exactly where to go for answers or use particular keywords.
Self-learning search engines learn from every interaction and use that
information to produce increasingly precise and customized results.
4. Give the most relevant information
Organizations monitor the effectiveness of their enterprise
knowledge management system to give out the most relevant and helpful
information. This knowledge helps them to promote the best answer to each
inquiry. It also helps to develop and enhance those replies. A knowledge
management solution with powerful analytics capabilities can:
Determine the most frequently asked questions and their answers
- Keep track of the effectiveness of your material and make
sure it's up to date
- Searches that provide no results might be used to identify
Knowledge base software enables firms to continuously
enhance knowledge quality and performance by offering this feedback loop.
5. Seamlessly share knowledge across the organization
Knowledge base tools help in the easy exchange of
information. The methods and needs of training the executives have been reduced
because of Knowledge management tools. It also enhances the self-service
experience and aids contact center agents in gaining knowledge and skills,
which helps them become more efficient.
Customer satisfaction and experiences can be improved using knowledge base
software. It gathers essential data, organizes it, and makes it actionable
to increase the overall process efficiency.
The customer service teams have better access to contextual
knowledge that helps them serve customers better by answering their queries
correctly and efficiently. Invest in essential knowledge management tools and
create a knowledge management strategy to increase customer satisfaction