Analysts and industry experts didn’t need a global pandemic to see the writing on the wall: customer experience will be a key differentiator this decade and beyond. If anything, the new realities facing customers, consumers—people—as a result of recent market shifts have only made the emphasis on customer experience more acute.

Two things are happening at once: 

  1. Inbound customer interactions have spike precipitously. 
  2. Contact centers are moving to work from home (WFH) customer service models.

Today, more people are reaching out for answers, information, and updates. Many contact centers and customer service operations are struggling as they move to a WFH customer service model while trying to manage this increased load.

Organizations now find themselves burning the candle at both ends while CX indicators plummet.

Meeting urgent need with rapid-launch knowledge management

This post is not about how important knowledge management is to superior customer service. We believe this is well established by Gartner and many others. Instead, this post is about a strategic framework and step-by-step blueprint to rapidly launch knowledge management in response to the new WFH customer service paradigm, something many business decision makers, organizational leaders, and technology buyers are in quite the hurry to do.

Introducing a blueprint for fast-launch KM from Gartner

To our readers, clients, customers, partners, and peers, we’re making a new Gartner report, “Rapidly Deploy a Knowledge Management Program to Support Work-From-Home Customer Service,” available for complimentary download. This blueprint is all about reaching time to value fast—for your customers, agents, and broader customer service operation.

Table 1: Steps in Rapidly Deploying Knowledge Management. Source: Gartner, Rapidly Deploy a Knowledge Management Program to Support Work-From-Home Customer Service, Drew Kraus, Anthony Mullen, 12 June 2020.
Source: Gartner, Rapidly Deploy a Knowledge Management Program to Support Work-From-Home Customer Service, Drew Kraus, Anthony Mullen, 12 June 2020

At MindTouch, we’ve been able to help clients launch KM in 60-90 days following a similar blueprint, with first actionable data delivered by day 30.

Laying the foundation for the future of customer experience

The same Gartner report predicts that, by 2023, “more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.”2 Though this demand might be particularly noticeable right now, the demand for self-service—and its usefulness in customer service settings—will remain long after COVID-19 is a distant memory.

Launching knowledge management quickly is more than a stopgap. It’s an opportunity to put a scalable self-service infrastructure in place that can continue delivering A+ customer experiences well into the future.

launch knowledge management fastd

A complimentary Gartner report outlining what’s needed to quickly get KM deployed.

1 Gartner, Rapidly Deploy a Knowledge Management Program to Support Work-From-Home Customer Service, Drew Kraus, Anthony Mullen, 12 June 2020.

2 Ibid.