Knowledge-centered service (KCS) is a method to improve customer experience and reduce agent training time and attrition. It centralizes support around the evolving information agents collect. As patterns emerge, service managers surface knowledge to relevant departments for action.
The KCS module in Trailhead, our free online learning platform, demonstrates KCS and its potential through the story of a service case involving a leaky roof after a solar water heater installation. During the call, the agent creates an article on how to resolve the issue and attaches it to the case.
Over time, managers notice that many customers contact support about the same issue. When management pulls case history data, it shows that a certain type of heater, roof, and long installation screw are always involved. They recommend that installers switch to a shorter screw, and the leak problems stop.
This example demonstrates the power of creating knowledge articles and attaching them to a case. Because the first agent captured the information, others then used that information to fix the next issue. Because management looked at data, the organization fixed potential issues before they occurred.
It’s one thing to create an article to help solve cases. It’s next-level service to catch issues before they happen. Use KCS to improve customer experience and the business at the same time.