Knowledge-centered service (KCS) isn’t a new concept, but many companies are still trying to do things the old way. They rely on a few overburdened SMEs to contribute knowledge while leaving support agents out of the process and feeling disconnected. They struggle to identify knowledge gaps and redundancies at scale to improve content continuously. Poor content structure and inefficient search makes it difficult for reps to find answers quickly, and no one knows how knowledge is being used—what’s working and what’s not.
KCS provides a methodology enabling organizations to continuously improve customer service through collective learning and knowledge sharing aligned closely with evolving user needs. With KCS, companies create customer-focused knowledge bases that scale through participation from frontline staffers to experts across the business. Let’s take a look at how Guru supports the 4 KCS principles as defined by the Consortium for Service Innovation (CSI):
Principle 1: Abundance
According to CSI, “knowledge is the by-product of an interaction or experience.” The Abundance principle emphasizes the “many-to-many” approach (everyone contributes knowledge) vs. the “one-to-many” approach (only dedicated SMEs contribute knowledge for the larger group), and requires collaboration. The larger the group contributing, the richer and higher-quality their knowledge base will be.
Guru makes it easy to capture knowledge directly in your workflow, thanks to the browser extension, Slack and Teams integrations, and more. Shared drafts and collaborative editing functionality encourage seamless collaboration within teams or across your organization. And when workers aren’t sure which SMEs should be pulled in, Guru’s AI will identify the appropriate expert for them.
Principle 2: Create Value
KCS integrates knowledge base contribution into daily workflows through habits like reusing content and capturing learning, ultimately reducing repetitive tasks and increasing the quality of workers’ output. With AI Assist, Guru’s AI writing assistant, capturing knowledge couldn’t be easier—or faster. With no more effort than a simple copy and paste, agents can take a customer conversation and have Assist summarize it in seconds to document learnings. And accessing knowledge is even simpler. In fact, with Guru’s AI enterprise search, agents can start getting the information they need before you even build your knowledge base. Just connect all your sources, tools, and apps, and let Guru deliver the answers instantly. Or use AI Answers to ask Guru a question in natural language to get what you need.
Want to ensure agents receive specific information when they’re performing a particular task? Set up a knowledge trigger, which will automatically surface relevant information to an agent depending on what web page they’re viewing.
Principle 3: Demand-driven
KCS methodology relies on demand to determine what knowledge should be captured and which knowledge is valuable. Rather than speculate what issues could arise or what knowledge could be useful, KCS leverages the real-life needs that surface in daily work. Knowledge that proves valuable through reuse receives ongoing improvements. But trying to determine what knowledge is valuable can feel like a guessing game, and capturing knowledge ad-hoc, while helpful, doesn’t cover all of the bases.
Luckily, Guru takes the guesswork out of identifying knowledge gaps and assessing knowledge health. Guru's detailed analytics provides a breakdown of your company's knowledge health and usage stats, the strategic impact (see who's using what features and information), and performance (allows team managers to see how their teams are using Guru), plus benchmarks like verification score and total adoption. Use these insights to get the most out of your knowledge and give your people what they need. Guru also provides a list of unanswered questions and searches without results, allowing teams to identify knowledge gaps effortlessly.
Principle 4: Trust
Trust is crucial for engaged, inspired work. When agents trust in information and processes, they contribute more fully. Without trust, things start to fall apart. Among other things, trust is built through consistency. Prompt AI Assist, Guru’s AI writing assistant, to create templates for recurring content to maintain consistency. You can even create a custom brand voice prompt to maintain a consistent tone for both internal and customer-facing communications. Plus, Guru’s built-in verification reminders ensure that all of your content is up to date and accurate, so your reps know they can trust it.
Every question answered by Guru saves 8 minutes
Organizations that have adopted KCS report that they have a 70% improved time to proficiency for new workers
KCS can lead to a 25%-50% improvement in resolution time