Developing a knowledge-sharing culture is a consequence of knowledge management, not a prerequisite.
~ Carla O’Dell (Chairperson of APQC – American Productivity & Quality Center)
The need for a strong knowledge base is spreading like forest fire. Harvard Business Review states that 57% of calls to customer support come from customers who first visit a company’s website. That being said, customers aren’t able to find the information they need online. This scenario calls out to businesses to build a knowledge base with consistently updated content optimized for search. And, this is possible when we encourage a knowledge-sharing culture in the organizations.
But, let’s understand the basics first.
Knowledge Sharing Culture and its Importance
Knowledge sharing culture is a workplace environment where employees freely exchange information, insights, ideas, and best practices. It is vital to customer support organizations as it not only improvises internal collaboration but also influences customer satisfaction. Investing in such cultures leads to customer excellence, fosters loyalty, and drives business success.
Here’s Why Knowledge Sharing Culture Must Be A Priority
Discover how it empowers your enterprise in countless ways.
Reduced Resolution Times
Simply put, a knowledge-sharing culture is an epitome of empowerment for global teams to collaborate seamlessly, increase customer satisfaction and reduce resolution times.
Puts An End To Resistance While Knowledge Sharing
Around 70% of the change initiatives fail. Why? Because change is intimidating. Resistance to change is a major roadblock in knowledge sharing practices.
Shifts A Frustrated Customer To the Delight Stage
A knowledge-sharing culture pushes employees of customer support to resolve queries quickly, turning a potentially frustrated customer interaction into a moment of satisfaction.
Enterprise Gains A Competitive Edge in the Industry
Knowledge sharing culture is not only an internal strength but something that helps organizations stand out of the crowd.
The above examples are proof why a knowledge-first culture has become a priority in today’s time. To overcome this, here’s a solution.
Enters Knowbler – To Promote Knowledge Sharing Culture
SearchUnify Knowbler is an intelligent, knowledge-centered customer service product designed to streamline knowledge creation and maintenance. Powered by advanced machine learning algorithms, Generative AI, and Large Language Models (LLMs), Knowbler empowers enterprises to capture, structure, find, reuse, improve, and optimize knowledge seamlessly within their workflows. By integrating directly within their systems, enterprises can enhance their agent productivity, knowledge base quality, customer support, and self-service experiences.
See how Knowbler helped companies like Automation Anywhere and Syntellis achieve exceptional results.
Request a demo to see how Knowbler can transform your customer service experience.
