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KANA Manager of Product Marketing Kelly Koelliker and InfoTech Director of Research Tim Hickernell recently delivered a webinar discussing best practices for incorporating knowledge management into customer service.

During the webinar, entitled “Making the Most of Your Enterprise Knowledge Management System,” Koelliker and Hickernell discussed the role of knowledge management in customer service, how to assess the best KM solutions, best practices for KM implementation and the impact of social and mobile on KM.

The key role of knowledge management is to empower agents to resolve issues with greater speed, accuracy and consistency. As a result, customers become more satisfied and positive, and agent job satisfaction increases.

Of course, many customers bypass agent interaction and seek to solve problems on their own through online channels. With a good KM solution, customers can find information easily, which will lead to higher adoption of Web self-service and lower rates of transaction abandonment.

KANA has multiple solutions that both the private and public sectors can use to facilitate better customer service. For example, KANA’s Lagan Knowledge Management, designed for public sector agencies, helps to resolve customer knowledge requests, which make up 80 percent of face-to-face interactions.

Customers can find information on their own regardless of staffing levels or call center hours. Also, they can escalate unanswered questions by sending an email and can receive notifications when the knowledge base is updated.

KANA’s Agent Desktop integrates databases, service processes and communications channels within a single agent desktop. Instead of pressing Alt-Tab to navigate between multiple programs, agents have a unified view of the customer and can resolve inquiries more accurately.

Another feature of Agent Desktop is its ability to customize processes based on customer requests. Agents input information about what the customer wants, and Agent Desktop provides dynamic relevant information and options suited to the request. As a result, agents no longer have to cram complex customer service problems into a fixed process that doesn’t fit.

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