Small investments in the right knowledge deliver tremendous benefits. Our two-day Knowledge Domain Analysis Workshop gives you hands-on experience in doing it right.
If you’re like most KCS leaders, you initially focused on rolling out the program. But once you’ve been doing KCS for a year, or two, or more, now’s the time to focus on Knowledge Domain Analysis (KDA). KDA looks at patterns of knowledge use to determine what improvements would deliver the biggest bang for the buck. You’ll
- Analyze patterns of knowledge use to make sure that the most-used content is performing as well as possible. You’ll improve articles that don’t seem to be working well for self-service, articles that are rated poorly by customers, and articles that would benefit from rich media like images or video. You’ll also identify how to eliminate effort and frustration for customers.
- Spot check cases to see how knowledge is being reused. Answering too many known questions where we’re reusing knowledge in the assisted channel suggests our self-service could be stronger. You’ll also see how well your knowledge aligns with what customers are really asking.
- Look for common symptoms in KB articles. Often, the symptoms in multiple articles are the same, but the causes and resolutions are quite different. KDA helps us write articles that guide the user with a generic symptom easily to the specific article that’s right for their situation.
- Create an action plan to address the opportunities you’ve discovered.
It’s low pain, high gain. Our experience is that KDEs love doing this work and seeing the difference they’re making. It’s a win for them, your business, and your customers.
Having done this analysis, all I want to do is lock myself in a closet for a month to improve our KCS articles!
Knowledge Domain Expert during a KDA Workshop, February 2021