A thriving KCS implementation makes a whole slew of interesting things possible for all three stakeholders: the organization, the requestors, and the responders.
The things KCS enables for....
| The Organization |
- Automation: chat bots, detection & repair, predictive customer engagement
- Cross-organizational communication and collaboration; silo-busting
- Lower operational costs
- Increased employee loyalty/lower turnover
- Reduce time to proficiency/expertise
- Automation: chat bots using KB
- Machine learning/matching problems & solutions
- Predictive capabilities based on articles reuse and linking
- Increased consistency/reduced risk of error
- Reduction in duplication
- Improved requestor success & productivity leading to increased NPS, revenue, engagement
- Improved compliance, less variation
- Business improvements; features, functions of product/services, process, policies
- Voice of the Customer initiatives
- Capture/retention of organizational knowledge
- Optimizing resource utilization (people work new!)
- Improved brand reputation, deliver on brand promise
- Organizational alignment/consistency to vision and across the lifecycle
- Omnichannel capabilities & consistency
|
| Requestors |
- Self service success
- Lower level of effort on known
- Consistent responses on known
- Reduction in time to find
- Streamlined access
- Refined solutions (reuse improves content)
- Ability to share solutions with others
- Collaboration
- Opportunity learning/potential teaching
- Value realization
- Co creation = increased loyalty
- Confidence (self, product, company)
- Trust
- Increased loyalty to companies who deliver on their brand promise
|
| Responders |
- More interesting work/elimination of redundant work
- Lower level of effort on known
- Consistent responses on known
- Increased confidence during on boarding
- Less stress, more trust in peers
- Sense of belonging
- Wider scope of work, diversity
- Empowerment, direct influence
- Impact beyond one-to-one, sense of contribution
- Collaboration independent of space, time and organizational boundaries
- Faster development of resolutions
- Constant learning
- Opportunity to develop skills and new roles; coach, KDE
- Leadership opportunities
- Visibility to impact of contribution
- Cross-functional solution development
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