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6 Metrics to Measure Your Customer Service Knowledge

No matter where or how it’s delivered, customer service and customer experience initiatives are depending more and more on that knowledge being accurate, consistent and easy to access by both agents and customers. A recent Economist Intelligent Unit (EIU) survey of more than 2,000 global consumers confirms that customers want fast and correct information above all else.

 

When asked which element was most important in an ideal customer experience, respondents listed a “fast response to inquiries or complaints” (47%) as their top choice. In turn, the most negative aspects of a customer experience centered around knowledge, with “slow responses to inquiries and complaints” (38%) and “inaccurate or misleading information about products” (35%) topping customer experience turn-offs.

 

A new 2016 Knowledge Management for Customer Service survey conducted with analyst and knowledge management authority Esteban Kolsky shows organizations are struggling with justifying greater investments in knowledge because they’re not measuring its impact. Almost one-fourth (23%) of respondents said they don’t currently track metrics for their customer service knowledge, which can quickly lead to reduced customer and employee satisfaction through decline in use and usefulness. The result: the inability of customers to get the answers they want in a timely fashion or at all, and employees being frustrated for not being able to deliver.

 

For those looking to start measuring the effectiveness of this important service foundation, here are six metrics to consider when it comes to knowledge:

 

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more.

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more.

 

 

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