A knowledge base (KB) can make or break the customer self-service experience—for your customers and internal support agents. Yet a KB is just one aspect of a sound knowledge management strategy.
Shortcomings in any aspect can make it difficult for customers and customer support agents to be successful with your product or service. If you’re experiencing flagging customer satisfaction KPIs, ballooning support costs, and rampant agent inefficiency, it might be time to evaluate your knowledge management strategy.
What is a knowledge management audit?
Have you ever found yourself driving behind a slow-moving semitrailer, staring at the phone number below the How’s My Driving sticker? We’ve seen that sign a million times, but few of us have actually dialed the number.
It’s time to dial that number and check on your knowledge management strategy.
A knowledge management audit is a holistic evaluation of the key elements that make up your KM strategy. It’s an opportunity to identify sources of friction for customers and missed opportunities for ticket deflection. It’s a way to lessen the strain on your support team, too. During a knowledge management audit, you’ll get a broad view of what’s working, what’s not, and what’s missing.
Areas to evaluate during a knowledge management audit
The scope of your audit will depend on the size and scope of the organization and its customer support needs. Regardless, a sound knowledge management strategy can affect how customers learn, solve problems, and be successful with a product. It can also impact how effectively support agents can find the information they need to get to a resolution faster.
Here are some key areas of your strategy to evaluate:
- Fundamental content types – Does your online self-service experience include the core content types that customers and support agents depend on?
- Article structure – Are you creating content that is findable, digestible, and highly useful to even the most inexperienced customer?
- Information architecture – Are the underlying systems that organize and deliver your product knowledge set up to extend content across all support channels?
- Key performance indicators (KPIs) – Do you have a grasp of the customer support KPIs impacted by your knowledge management strategy?
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