Knowledge is power, and sharing is caring. When the collective power of these two adages plays out in business, specifically in the context of customer success, it can prove transformative for revenues.
Customers are continually looking to get more out of their products and services. When they are unable to find information in real-time, they feel frustrated for a few minutes.
After that, they will look to Google and other search engines for support.
Imagine they land on the website or blog of a competitor, marketing the same products, and find exactly what they are looking for. How would this turn of events impact your business?
Companies that proactively invest in a culture of product information sharing have a competitive edge because access to information signals transparency and inspires trust. It sends a message that your business is invested in customer success.
In this blog, we deconstruct seven new-age approaches to knowledge sharing that enable you to create a customer base that is well-informed and swears by your products and brand.
7 Product Information sharing Strategies
Knowledge sharing is an investment in building customer trust, and it captures the legacy of one’s business for a long time.
Here’s a look at how access to consumer data, focus on building accessible products, artificial intelligence-enabled solutions, and attention to content creation and dissemination are helping companies strengthen their knowledge-sharing capabilities.
Nudge Customers to Serve Themselves
Most customers are looking to find information without any human intervention. Hence it’s a smart idea for businesses to build a repository of accessible information via blogs, Customer communities, and a detailed resource base.
This must be undertaken as a detailed content project protein, with attention to aspects like Search Engine Optimisation. The content must be peppered with relevant keywords that customers will likely input into search engines.
Over time Google will index the content, and it will start showing up insert results.
Self-service content is not only an effective way to support existing customers but a way to acquire new ones.
Enhance the Recommendation Engine
Data is the new diamond for businesses. By accessing data analytics across your website, app, blogs, E-Commerce platforms, social media channels, and messaging app usage, businesses can mine relevant data to understand more about consumer interests, behaviors, and usage.
Valuable insights can be leveraged to build personalized recommendations for customers. This is an effective way to offer a superior consumer experience, expand customer lifetime, increase the average customer spend, and drive up revenues.
Companies are leveraging AI-driven solutions to build a personalized customer experience and help customers find what they are looking for with speed and accuracy.
Build Case Deflection Capabilities
Customers often go to support functions such as live chats for customer service when they cannot find the information they are looking for. Both options come at a considerable cost as businesses need to allocate financial resources to build intuitive chatbots.
Alternatively, they need human intervention to run a phone-based customer service operation.
One approach to solve the issue is to use technologies like machine learning to enhance case deflection, where customers enter text into a contact support form component, and relevant articles, blogs, discussions, and FAQs, are thrown up.
Superior case deflection enables customers to find information without going to customer service.
Boost in-app product information sharing
Today, more and more consumers are using apps on their smartphones to access products and services. Companies must invest in building content capsules that nudge consumers on their user journey while they are in the process of engaging with products and services.
While AI-powered searches enable consumers to find what they are searching for, in-app recommendations intuitively predict what consumers can access or leverage next.
Essentially, smart products and platforms offer contextual recommendations in real time.
Empower agents with product knowledge training
Despite advances in conversational AI and chatbots, customers are still prone to reaching out to customer service agents over phone calls for a chat in search of answers to their queries. Agents must have a complete understanding of the product and the common issues faced by consumers.
To facilitate this, companies must invest in extensive product knowledge training and supply agents with online resources to find answers and address queries in the shortest possible time.
Creating a bank of readily accessible information to commonly asked queries can enable agents to support customers and reduce agent fatigue and consumer frustration.
Prioritize localization and accessibility
Language barriers can prove extremely challenging and frustrating for consumers when they are looking for instant solutions. As a company’s customer base expands to newer geographies, companies must invest in building knowledge-sharing policies that are inclusive.
Product information and customer services must serve customers in multiple languages, dialects, and accents. They must also be accessible to consumers with diverse challenges – from visual difficulties to mobility challenges.
Advances in technology are enabling companies to cater to audiences with diverse needs and expand their customer bases.
Institutionalize employee knowledge
The best gatekeepers of product knowledge are the employees themselves. They are the ones who conceptualize, create, market, and sell products.
Employees from marquee departments, such as technology, product development, engineering, design, logistics, communications, and social media, have a wealth of knowledge between them.
Companies must establish a protocol for employees to transfer their knowledge into sharable collateral, such as white papers, blogs, videos, case studies, product knowledge training material, and presentations, that can be accessed within the company.
Relevant material can be repurposed into a bank of online resources made accessible to customers and shared via newsletters, social media, and other engagement channels.
This way, even if employees leave, their knowledge remains and strengthens the product information sharing culture.
Anticipating a customer’s needs playing an important role in delivering a superior user journey and inspiring brand trust. Early investments in building up product information sharing resources and making them accessible across multiple channels are sure to translate into lower customer acquisition costs, repeat customers, and in turn, higher revenues.
Kytes’ stellar data-driven, highly secure, AI-enabled knowledge sharing platform enables companies to streamline and enhance the quality of content and communication in a scalable manner.
If you are a business from any sector looking to automate and value-add to this process, partner with Kytes and let us help you design and scale your knowledge sharing roadmap.
With our platform and service, you can deliver a multi-sensory experience, create and share content in a wide range of formats, launch fresh products with powerful communication, and build a differentiated experience for your customers.