A common strategy helps get Support a seat at the table.
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A knowledge base needs to be a priority for your organization. Having clear, searchable, shared knowledge benefits your employees, your customers, and, when done well, your products. A well-defined, common solution across the entire company will help improve collaboration. Articles will help deflect tickets, highlight where your customers struggle for Product, and help your Marketing team see what customers want. Simone Secci, Head of Support at Doodle, built a collaborative knowledge management strategy that helped solve these problems and more.
In Conversation with Simone Secci, Head of Support at Doodle
Simone starts our conversation by highlighting that self-service is the preferred method of support for many customers. But knowledge management strategy is more than just having articles available. Internally, a common strategy helps get Support a seat at the table. Simone observes that Support is often most likely to see the results of decisions and implementations but not as frequently involved in the ideation.
For example: The data stemming from your knowledge base can help provide feedback to your User Experience (UX) team to help make features easier to use. Ultimately, a process to discuss and action these observations improves the experience for all stakeholders.
Simone continues by reviewing the requirements for a common language, including the challenges around translations, and ends with his two number one priorities for starting your knowledge base strategy. Overall, his tips could save you time and help you jumpstart your trek into knowledge management.
Please join Simone and me to learn how to move from a knowledge base to a knowledge management strategy.