Enterprise Search And Enterprise Knowledge Management Analysis

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Today’s consumer is more empowered and spoilt for choices. With proliferation of social media, smartphones, tablets etc., it has become imperative for the businesses to adapt themselves to the changing landscape. The Customer relationship management (CRM) has gradually moved from CRM to Customer Experience Management (CXM). One of the focused areas where most of the organizations are trying to identify, create, distribute and enable themselves, is the use of insights and intend to improve customer experience.
Most of the organizations are turning towards knowledge management solutions to help them organize their growing mountain of information. One of the key areas of focus is searching information hidden in myriad systems, applications and databases. This information if made available in organized manner can result in improved user experience which can be a differentiating factor in the world of commoditized products.
There is hardly a website which doesn’t offer search capability. Search capability is being used by contact center agent for searching troubleshooting procedures for customers, customers using search on websites to get product information, price of the product etc. Hence search becomes one of the important channels through which customers seek information. Unfortunately many organizations ignore this fact which results in customer abandoning their site which ultimately results in lost sale.
Enterprise search and Enterprise knowledge management are the two areas which help organizations with their search capability. Enterprise search is nothing but large amount of pages indexed such that content can be easily searched. It is similar to Google search where you enter what you are searching for in the search bar and ...

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...knowledge management system can provide the dashboards helping the organizations understand which types of knowledge best answers customer’s questions, which type of questions go unanswered. What are the content gaps and prioritize content creation.
It can be concluded that Enterprise knowledge management solution can help customers who are looking for specific answers, find an answer and close the transaction because these solutions help in quickly identifying the true intent of their query and immediately deliver the best result.
The organizations should invest in knowledge management platform that can help their employees, customers and other stakeholders to quickly find the relevant information, where knowledge keeps expanding itself through collaboration, co-creation and insights. This will enhance the overall customer experience because CUSTOMER IS THE KING.

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