Search by Algolia
8 ways to use merchandising data to boost your online store ROI
e-commerce

8 ways to use merchandising data to boost your online store ROI

New year, new goals. Sounds positive, but looking at your sales data, your revenue and profit aren’t so hot ...

John Stewart

VP, Corporate Communications and Brand

Algolia DocSearch + Astro Starlight
engineering

Algolia DocSearch + Astro Starlight

What is Astro Starlight? If you're building a documentation site, your content needs to be easy to write and ...

Jaden Baptista

Technical Writer

What role does AI play in recommendation systems and engines?
ai

What role does AI play in recommendation systems and engines?

You put that in your cart. How about this cool thing to go with it? You liked that? Here are ...

Catherine Dee

Search and Discovery writer

How AI can help improve your user experience
ux

How AI can help improve your user experience

They say you get one chance to make a great first impression. With visual design on ecommerce web pages, this ...

Jon Silvers

Director, Digital Marketing

Keeping your Algolia search index up to date
product

Keeping your Algolia search index up to date

When creating your initial Algolia index, you may seed the index with an initial set of data. This is convenient ...

Jaden Baptista

Technical Writer

Merchandising in the AI era
e-commerce

Merchandising in the AI era

For merchandisers, every website visit is an opportunity to promote products to potential buyers. In the era of AI, incorporating ...

Tariq Khan

Director of Content Marketing

Debunking the most common AI myths
ai

Debunking the most common AI myths

ARTIFICIAL INTELLIGENCE CAN’T BE TRUSTED, shouts the headline on your social media newsfeed. Is that really true, or is ...

Vincent Caruana

Senior Digital Marketing Manager, SEO

How AI can benefit the retail industry
ai

How AI can benefit the retail industry

Artificial intelligence is on a roll. It’s strengthening healthcare diagnostics, taking on office grunt work, helping banks combat fraud ...

Catherine Dee

Search and Discovery writer

How ecommerce AI is reshaping business
e-commerce

How ecommerce AI is reshaping business

Like other modern phenomena such as social media, artificial intelligence has landed on the ecommerce industry scene with a giant ...

Vincent Caruana

Senior Digital Marketing Manager, SEO

AI-driven smart merchandising: what it is and why your ecommerce store needs it
ai

AI-driven smart merchandising: what it is and why your ecommerce store needs it

Do you dream of having your own personal online shopper? Someone familiar and fun who pops up every time you ...

Catherine Dee

Search and Discovery writer

NRF 2024: A cocktail of inspiration and innovation
e-commerce

NRF 2024: A cocktail of inspiration and innovation

Retail’s big show, NRF 2024, once again brought together a wide spectrum of practitioners focused on innovation and transformation ...

Reshma Iyer

Director of Product Marketing, Ecommerce

How AI-powered personalization is transforming the user and customer experience
ai

How AI-powered personalization is transforming the user and customer experience

In a world of so many overwhelming choices for consumers, how can you best engage with the shoppers who visit ...

Vincent Caruana

Senior Digital Marketing Manager, SEO

Unveiling the future: Algolia’s AI revolution at NRF Retail Big Show
algolia

Unveiling the future: Algolia’s AI revolution at NRF Retail Big Show

Get ready for an exhilarating journey into the future of retail as Algolia takes center stage at the NRF Retail ...

John Stewart

VP Corporate Marketing

How to master personalization with AI
ai

How to master personalization with AI

Picture ecommerce in its early days: businesses were just beginning to discover the power of personalized marketing. They’d divide ...

Ciprian Borodescu

AI Product Manager | On a mission to help people succeed through the use of AI

5 best practices for nailing the ecommerce virtual assistant user experience
ai

5 best practices for nailing the ecommerce virtual assistant user experience

“Hello there, how can I help you today?”, asks the virtual shopping assistant in the lower right-hand corner ...

Vincent Caruana

Senior Digital Marketing Manager, SEO

Add InstantSearch and Autocomplete to your search experience in just 5 minutes
product

Add InstantSearch and Autocomplete to your search experience in just 5 minutes

A good starting point for building a comprehensive search experience is a straightforward app template. When crafting your application’s ...

Imogen Lovera

Senior Product Manager

Best practices of conversion-focused ecommerce website design
e-commerce

Best practices of conversion-focused ecommerce website design

The inviting ecommerce website template that balances bright colors with plenty of white space. The stylized fonts for the headers ...

Catherine Dee

Search and Discovery writer

Ecommerce product listing pages: what they are and how to optimize them for maximum conversion
e-commerce

Ecommerce product listing pages: what they are and how to optimize them for maximum conversion

Imagine an online shopping experience designed to reflect your unique consumer needs and preferences — a digital world shaped completely around ...

Vincent Caruana

Senior Digital Marketing Manager, SEO

Looking for something?

facebookfacebooklinkedinlinkedintwittertwittermailmail

Did you know that your IT service desk is quite likely under increasing pressure? An influx of demand due to an increase in digital transformation projects means many support organizations are struggling to provide adequate IT support to their employees.  

To help streamline support processes and improve service levels for stakeholders, many service desk managers are turning to a knowledge-centered-service (KCS) approach. KCS involves sharing and refining knowledge on an on-going basis. The benefits of KCS with customer support are plentiful. Service desk agents access historical company content through search and continuously optimize that content, all with the goal of helping fast-track the resolution process.

KCS: a best-practice methodology

Knowledge-centered service (also known as knowledge-centered support) is an approach that describes how organizations can better use the information they possess in order to improve their service delivery. The KCS methodology involves IT service-desk workers not only solving systems, employee, and stakeholder issues but documenting the solution process for effective knowledge sharing and customer success in the future. The continuous updating of the knowledge base during the KCS process improves service delivery. 

What is a knowledge base?

A knowledge base is an online library that contains knowledge articles about products, services, issues, and topics. It might include product FAQs, troubleshooting guides, user manuals, and other documents. To support the collection, retrieval, and sharing of knowledge, today’s best knowledge bases tend to be AI powered and searchable. For support teams that deal with many service requests, the collective knowledge in a knowledge base is essential to speed up the response time for new agents and established ones alike, as they refer to historical company content on a regular basis.

The benefits of knowledge-centered service

Like all good knowledge management, KCS practices can help your organization’s service desk capture knowledge to enhance customer satisfaction in several ways. It helps your team:

Resolve cases faster

A searchable database at a support team’s fingertips means no more second guessing service requests. Past problem-solving incidents are well documented, giving agents something to refer to. Frequently asked questions can be quickly answered.

Create a culture of expertise

A culture of expertise refers to a service organization culture that’s distinguished by knowledge and skills. A rich library of resources helps team members foster a culture of expertise, which equips agents to deal with cases. A KCS approach to service requests produces better-informed service agents and more-skilled resolution of inquiries.

Optimize the use of resources

Having a searchable knowledge base means content can be optimized for search. Especially with large knowledge bases, tagging content with keywords then allows agents searching for the right information to access specific content faster, reducing the frustration of searching for the right information and helping ensure operational efficiency.  

Enable a self-service success strategy

A self-serve database gives support agents a level of autonomy and ownership over their work and speeds up the training process for new agents (who can use the database to see if a case has already been documented).

Increase first-contact resolution 

An optimized database of resources not only speeds up the resolution process, it increases the likelihood of cases being resolved the first time, facilitating continuous improvement. If first-contact resolution is high, this should indicate that customers are receiving good service in an efficient way.

Creating a KCS-centric knowledge base

Creating an effective knowledge base takes time and is an ongoing process. However, using the KCS method can help you create a knowledge base faster and effectively maintain it so that it’s always up to date. 

Here’s how to create a knowledge base that gives back:

Step 1: Create good documentation

When IT service-desk inquiries are resolved, it’s important that the appropriate documents are created (if they don’t exist). The process of creating support documentation for the customer issues in each case — be it in the form of FAQs, articles, one pagers, case studies, troubleshooting guides, or even complete manuals — will quickly build a comprehensive library of useful resources. 

Step 2: Use consistent document structure

Creating a standardized document structure enables consistency across the library and simplifies the process of creating additional documentation. Agents can then just start with a content template when they’re putting together documentation. 

Step 3: Use your organization’s knowledge

It’s not enough for a great knowledge base to simply exist. Support teams must be trained in how to use the platform, how to create and add documentation to the library, and how to effectively use search to find the right information when they need it. 

The importance of search for a first-rate knowledge base

Your knowledge base should be organized in an intuitive way, as well as easily searchable. To optimize accessibility, you can arrange content by topic or content type. A search bar ensures that users can instantly pull up the right content when they need it. 

With a searchable knowledge base, you can use keywords to segment information by product, topic, or any other relevant category.

Keyword best practices

A keyword is a word, phrase, or set of words that best describes what content covers. With a knowledge base, agents can use keywords to locate documents related to their issue. For example, for lost-password predicaments, agents can find relevant information by entering a keyword such as “password” or “forgotten password” in the search bar.

Support teams can define their own rules for logging and finding documents. Here are some tips on doing it right:

  • Choose keywords an agent is likely to search for: Get inside an agent’s head. What search terms might they use? How would they phrase their search queries? 
  • Relate keywords to content: Each one should describe what the content is about. 
  • Use long-tail keywords: A long-tail keyword is typically a three-to-five-word phrase. Long-tail keywords are longer and therefore more specific, helping to narrow down the content. 
  • Use interlinking in content: Have service-management content creators add hyperlinks that can direct searchers to other relevant content. 
  • Build a keyword directory: As a reference document, create a list of keywords that relate to the information agents might need. For example, here’s a list of keywords that helps people query the Microsoft knowledge base. 

Benefits of having a searchable knowledge base

A search bar underpinned by AI-powered software is a crucial feature of a successful knowledge base. When your agents have that, they can:

  • Retrieve content fast and quickly address their customer’s need
  • Easily find what they need and enjoy a pleasant user experience
  • Establish document management processes: routinely structure their documents with keywords and organize content intuitively

Add best-in-class search to upgrade your knowledge base

To recap, you can centralize your IT historical support information and ensure the continuous optimization of your content to keep supporting your service team when they need it the most. And you can make all your relevant articles easy to find (vs. having to be individually excavated from siloed folders). 

Algolia’s advanced search API is ready to help on both counts. Our search functionality is renowned and reliable, with proven algorithms, integrations, and UI libraries. Whether or not you’re implementing a KCS approach, it’s essential to help your service desk agents effortlessly tap the information they need and be able to reuse knowledge.

Discover for free how search can help you vastly improve the efficiency (not to mention the user experience) of your service desk. If you like what you see, there’s no massive up-front investment, and you can choose flexible payments. Let us know a good time to chat and we’ll be in touch!

About the author
Catherine Dee

Search and Discovery writer

linkedin

Recommended Articles

Powered byAlgolia Algolia Recommend

The knowledge management process: 4 steps to corporate success
ux

Catherine Dee

Search and Discovery writer

How semantic search can deliver knowledge and answer questions
ux

Vincent Caruana

Sr. SEO Web Digital Marketing Manager

Knowledge management: What is it and why do we need knowledge management systems?
product

Catherine Dee

Search and Discovery writer