Linking Self-Service to your Knowledge Base

Person using self-service to answer their question.

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona.

If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options. By doing this, you can reap the following benefits:

  • Your customers can access knowledge quickly
  • As call volume goes down, service levels increase and wait times may become shorter
  • Your customers’ experience is heightened by offering a variety of channels
  • Agents knowledge and speed improve when servicing customers

To complete this, it starts with identifying your top call reasons and then seeing where the potential for self-service exists. That’s what we did for one of our clients looking to implement a large self-service initiative:


Identifying your top call drivers will provide you with the right items to incorporate in your knowledge base.

Once you identify your major drivers, with the right technology you can design your knowledge bases to allow virtual agents (chatbots, avatars, etc.) to search the system for the correct customer answer. Well documented content can enable virtual agents for self-help.

Chatbot linked to a knowledge base.

It’s important to ensure these kinds of improvements take place correctly. If not done right, you could end up investing in the wrong knowledge management system for your organization and may even face lower FCR due to self-service.

If you are looking to learn more about how you can use analytics to improve your KM system, then call us at 239-338-8719 or click here to schedule an exploratory conversation with Insite.