We, at Wolken recently hosted a Webinar on KCS as a Foundation for Customer Service by Christie Morin, Self Service Innovator at Broadcom Inc., where she shared her in depth knowledge and insights on Knowledge Centered Service and its benefits.
Let us look at the Key Takeaways from the Webinar -
1. Knowledge Centered Services Can Improve Customer Experience Significantly
Knowledge-Centered Services (KCS) focuses on Knowledge articles and assets as the epicentre of customer support and an Intelligent easy-to-use Knowledge Base can be an effective partner to your support team when it is built and utilized the right way.
Knowledge-Centered Service (KCS) can assist in improving the efficacy, saves time and lets you:
2. Customers Prefer Self Service over Support Teams
According to the report on 1TSIA (2019,80% of all customers prefer to self-serve with 91% using Google search before contacting a live support engineer and the fact is customers prefer self-service articles and are reluctant to call customer support teams unless they have to.
The below figure 1.1 indicates how organisations can move from the current state of operations to KCS enabled contact centres
The goal of enabling self-service is to allow users to find answers on their own, whenever they have queries, reducing the need to contact support for issues. This reduces the incoming ticket volume significantly hence saving your organizations time, money, and resources substantially.
3. How Broadcom Adopted Self Service Strategy ?
The below figure 1.2 depicts the Broadcom Self Service Strategy.
Christie explained that although KCS is an exceedingly elite course to take up, the following helped in easy adoption of KCS at Broadcom and can help other organisations too:
4. Key Advantages of adopting KCS in your organisation as per Consortium’s Metrics
There is a plethora of benefits that come along with KCS. Here are some of the Key Benefits of KCS as per the consortiums benchmark
Solve Cases and Incidents Faster
Optimize Use of Resources
Enable Self-Service Strategy
Build Organizational Learning
5. Wolken’s Technology aids in Broadcom’s Support Excellence !