Social media is changing the landscape of customer service at an ever increasing rate. Customers expect to both engage with your organisation and to self-serve through the channel of their choice. This include Web, Twitter, Facebook and other Social Media platforms.
Social media also offer opportunities for augmenting and enhancing your knowledge base through crowd sourced content from forums and social media conversations.
Keeping up with the activity on social media platforms can be challenging to any organisation, however with the use of a great Knowledge Management Programme, you can continue to help your customers by providing the latest solutions to their issues quickly and easily.
Integrated Social Media Knowledge Management
KPS knowledge management software can be optimised for delivery of content via multiple channels. Configurable templates provide the ability to define knowledge appropriate for each of your chosen channels. Your knowledge base can then be pushed to your customers and users in the format appropriate for the channel.
Segment Your Knowledge base by Channel
Providing access to your existing knowledge base via established social media sites such as Facebook can be easily achieved. You will retain full control over which content can be viewed via each channel.
Searching Social Media Content
KPS knowledge management software provides the ability to include external sources of information, from channels such as forums, websites and social media sites. The content can be indexed and made searchable as part of your knowledge base. The automatic index processes ensure any appropriate new content and information posted on channels you have selected will be included as searchable knowledge alongside your internal knowledge base.
Invest in Social Media Ready Tools
As the popularity of social media continues to rise, ensure your knowledge management investment take full advantage of social media opportunities. Knowledge management software provides the tools to ensure content is authenticated and fit for purpose for each of your customer engagement channels. The tools integrate seamlessly with your customer service desk applications to push knowledge where and when it is needed.