A knowledge base can make or break the self-service experience, for your customers and internal support agents. Yet the KB is just one aspect of a sound knowledge management strategy.
Shortcomings can make it difficult for customers and customer support agents to be successful with your product or service. Flagging customer satisfaction KPIs? Ballooning support costs? Rampant agent inefficiency? It might be time to evaluate your approach to knowledge management.
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 you support team. During a knowledge management audit, you’ll get a broad view of what is 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—on the scope of your 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 efficiently customer 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?
Free Knowledge Management Audit Checklist
Auditing your knowledge management strategy (assuming you have one!) can be a big ask. That’s why we’ve broken down the four key areas into a free checklist, available for download below. Use our free knowledge management audit checklist to take the pulse on your existing strategies, or to inform an update, upgrade, or move to a new knowledge management solution.
Download the Knowledge Management Checklist
A free guide to help you take the pulse on your existing KM strategy.