knowledge syndication - heather richards
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08/04/2023@TransversalTalk #askTVL
08/04/2023@TransversalTalk #askTVL
Knowledge Syndication:Leveraging your knowledgebase investment through digital technologies
HEATHER RICHARDS, VP PROFESSIONAL SERVICES, TRANSVERSAL
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Web self-service deployed– now what?
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Reuse existing knowledge
» Syndication refers to repackaging content in a way that makes it available for automated re-use in a variety of different digital environments.
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Syndication Process
» Can the information in your kb be redeployed? To what audiences?
» What technologies can be used to achieve successful syndication?
» Achieving true multi-channel self-service through knowledge syndication
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Website and Contact Centre
» Share information between customers and agents» Avoid duplication of content» Consistency of voice» But which comes first?
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Case study: Mothercare
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Case study: Mothercare
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Case study: Mothercare
“It used to take three weeks to train an agent to be on the phone.Now it take eight days.”Sharon MillardCustomer Contact ManagerMothercare
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Product information
» One knowledgebase, multiple interfaces» White labelling» Partnerships» Manufacturers and retail
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Case study: Barclaycard
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Social media
» Share this!» Crowdsourcing» Facebook» Twitter
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Social media
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Social media: Facebook
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Mobile
» New access points for customers and staff» By 2015 companies will generate 50% of web sales will be via social
media and mobile applications (Gartner.com)
» How do you support this channel shift?
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Case study: Barclays Bank
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Case study: Coutts
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Mobile Apps
70% of customer prefer to use web self-service to resolve issues. (Forrester)
So what happens when a customer is using an App?
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Case study: Barclays Group
» Pingit app» mybarclaycard app» Barclays Online Banking app» Barclays Bike app
All these apps use knowledge pulled from a centralized Transversal Knowledge platform.
Consistency of voice:
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Third party application integration
» Syndicate knowledgebase contents through 3rd party platforms» Integration with chat, contact centre desktops, service desk
applications
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Applications – RBS Bankline
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Applications – Contact Centre
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Chat integration
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Technologies that enable syndication
» CSS» Parameter substitution» RSS» Multilingual workflow» XML» APIs» Responsive design
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CSS, parameter substitution
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RSS
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Multilingual Workflow
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XML
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APIs
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Responsive design
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Knowledge syndication
» Don’t just broadcast information but collect, analyse, and redistribute it, to achieve true multichannel self-service.
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Questions
?Heather RichardsEmail: heather.richards@transversal.comDirect: [+44 ] (0)1223 488740
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