• 07:00:42 am on June 26, 2008 | 4
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    Many customer service organizations make irrelevant knowledge-base entries available to their customers because authoring is done by someone who is not on the front lines, interacting with customers. The content is written without an understanding of the language that the customer uses in explaining their problems.

    Adopting a “just-in-time knowledge management” strategy or a KCS (knowledge centered support) approach can help bridge this relevancy gap. If a customer service agent is unable to find the right solution to a customer’s question within a knowledge-base, he or she is able to author a new solution on the fly, right after having helped a customer; the solution is captured with the customer’s point of view in mind, and in his exact words. In this same model, agents can modify existing solutions to make them more in-line with their customer’s words and phrases. The end result is that the knowledge-base entries are easier to find by customers in future searches.

    Solutions are not subjected to an arduous review process, but are reviewed as they are reused by other agents. This ultimately focuses the agent’s energy in perfecting only the solutions that are the most frequently used and ensuring that they use the language and expressions that are best aligned with customer’s needs, while maintaining the knowledge-base constantly updated.

    Another benefit to using your customer’s voice and words is to augment the company-generated taxonomy with an organically developed folksonomy – or collection of tags (think of the flickr tag clouds, for example). Users can tag useful content and the user community can browse these tag clouds. These folksonomies do not preserve the intrinsic relationship between objects, but they echo more closely how users interact with knowledge that they come into contact with. And, these tags help in making relevant content easier to find.

    Are you using just-in-time knowledge? Folksonomies? Is it working for you?



  • Lars Gustavsson 10:52 pm on June 26, 2008 | # | Reply

    Yes we use KCS and I agree that the first line support is the key to having relevant content in the database.
    We capture both the customer observations (verbal symptoms), as well as technically detailed information such as log file extracts, alarm slogans etc.(machine generated symptoms).
    The solutions that are most found tend to have a mix of both.

    You mention that the CS agent can author new content AFTER helping the customer. This might work when turnaround times are measured in minutes or maybe hours. When supporting high complexity real time systems we measure turnaround times in days and weeks, and then it is important to author new content WHILE helping the customer, or you still end up with content that is not reflecting what the customer actually reported. A number of applications on the market today that claim to be KCS certified still don’t have proper functionality to turn a search into a capture session on the fly, which means that CS agents loose time or details. I find that surprising and quite dissapointing.

  • Kate Leggett 4:01 pm on June 27, 2008 | # | Reply

    Lars- I cannot agree with you more – In low-complexity environment, you can get away with authoring new content after the customer call. But with high-complexity issues, you cannot wait until the issue is closed as you will lose the words and voice of the customer.

  • Haim Toeg 6:40 pm on June 28, 2008 | # | Reply

    Kate and Lars,

    I very much agree with your comments and would like to add one more benefit to documenting through the life of a long running case. It helps notify the parties involved that this a known problem and that there is an effort to resolve it, therefore avoiding redundancy of work and information.

  • Bookmarks about Folksonomy 4:00 am on August 19, 2008 | # | Reply

    […] – bookmarked by 2 members originally found by vare2 on 2008-07-25 Using the voice of your customers — and their exact words https://evergance.wordpress.com/2008/06/26/using-the-voice-of-your-customers-and-their-exact-words/ […]

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