What value does it add
When implemented correctly the impact of KCS can be mindblowing.
Knowledge is the foundation of any service organization. Knowledge of your products, your services, your customers. KCS® helps you leverage the collective knowledge of your team to make measurable contributions to your organizational goals, like: Improved customer satisfaction, better products and services, less inbound tickets, improved customer service, and happy employees.
What organizations typically see when they work with KCS is that it enables the first line agents to solve cases faster (FTR – First Time Resolution), there are far fewer escalations to 2nd level.
Customer satisfaction (C-SAT) increases and questions are answered more consistently.
The gathered knowledge can be made available on self-service which reduces the number of contacts from customers as they can now help themselves which also contributes to the C-SAT score.
KCS also has a significant impact on employee satisfaction and on-boarding times of new agents, as well as enable agents to be multi-skilled to a much higher degree. As all questions and answer to them are available in the knowledgebase.
Finally, KCS enables you to improve and support the RCA (Root Cause Analysis) process to further improve your communication, processes, products or services. by giving you facts and statistics for internal decision making and prioritization – based on input from your customers. Thus Providing a tool to loop back to R&D on product enhancements, process improvements, or similar.
What is often seen after having worked with KCS for a while is, that on top of the already mentioned benefits, there are also financial gains and resources freed up that.