Although KCS adoption is truly unique in each organization, what common threads create the best customer self-service experience and maximize benefits? Hear lessons learned and insights for successful adoption shared by experienced KCS practitioners. Sara Feldman, Content Experience and KCS v6 Certified Trainer at MindTouch

1. Maximize KCS Benefits
KCS®
Adoption Guidance from KCS practitioners
Sara Feldman linkedin.com/in/sarafeldman
KCS®
is a registered trademark for the Consortium of Service Innovation™

2. | library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Adoption_Guide |
This guide is an invitation to success. While it
provides a step-by-step approach for planning
a KCS adoption, it is not intended to be "the
only right way." Our aim is to share what we
have learned about what makes for a
successful KCS adoption and help you
maximize the many benefits of doing KCS.
KCS Adoption Guide

3. 2,887
2,551 3,049
2,622
4,285
3,582
Increase capacity &
reduce time to proficiency
Self-Service
Success
Highest audience reach
& lowest customer effort
Organizational
Learning
Product, process, &
service improvements
KCS Benefits
Operational
Efficiency

4. “Need” Event
Search
Engines
Mobile
Devices
Home
Assistant
IoT
Devices
Website Community
Agent
Your Customer
Ticket
Form
Chat /
Chatbot

5. Of
30
customers who experience a
support need
only
4
make it to a company
web-property
and only
1
will engage with the contact center
Traditional KM
“Need” Event
Search
Engines
Mobile
Devices
Home
Assistant
IoT
Devices
Website Community
Agent
Your Customer
Ticket
Form
Chat /
Chatbot

6. The Blindspot Can Be Addressed Quickly
Launch date
Net-new traffic
captured by new
content

7. Foundation for success Operationalize KCS Effective self-service Continuous improvement
Phase 1 - Planning & Design Phase 2 - Adopting Phase 3 - Leveraging Phase 4 - Maximizing
KCS Adoption

8. Foundation for Success
Phase 1 - Planning & Design

9. ✓ Program Manager Qualities
✓ Exec buy-in = Exec communication
✓ Carve out meaningful time to focus
✓ Get the RIGHT people in the room and
make sure everyone is heard
✓ Assume there are assumptions
Internal Team Alignment

10. What If You Expand Your Scope?
KCS Strategic Framework - links the benefits of KCS to the goals of the organization
Include other
content or CX
functions!

11. Operationalize KCS
Phase 2 - Adopting

12. KCS Adoption = Change Management
Huge shift for Support leaders (often need to redo performance evaluation)
Individual ⇢ Team
Activity ⇢ Value Creation
Completion ⇢ Evolution
Escalation ⇢ Collaboration
Content ⇢ Context
Knowing ⇢ Learning & Sharing
“KCS isn’t something we do in addition to solving problems; it becomes the way we solve problems”

13. Inside-Out Thinking
● Internal processes and tools
● Team is most important
● Focus on change management
Outside-In Thinking
● Customer workflows & interactions
● Customer is most important
● Focus on customer-centricity

14. Knowledge Worker Adjustment
✓ KCS clichés that work
○ Sufficient to solve (don’t have to be perfect!)
○ Findable and usable by a specific audience
○ Coaching
✓ Take advantage of momentum
✓ Be flexible
✓ Help them think big picture - Agents are more
than case-closing-machines!

15. Effective Self-Service
Phase 3 - Leveraging

16. Go To Where Your Customers Are
If you don’t meet their expectations, they’ll find someone else who will.

17. 3 Magic Questions…
1. Who are your users?
2. What are they trying to do?
3. Do you have the content they need*?
*need = more than just relevant knowledge

18. ✓ Align with customer intent
✓ Deliver an intuitive experience
○ Findability + Discoverability
✓ Provide knowledge across customer journey
✓ Embed content where users interact most
Robust Self-Service Experience

19. Continuous Improvement
Phase 4 - Maximizing

20. ✓ Data to get a seat at the table
✓ T-shaped KDEs
✓ Knowledge-centered automation (chatbots)
✓ Knowledge-centered leads & upsells!
The Power of Collective Experience

21. Delivering Relevant Content and Knowledge to Customers Is Key to Great
Customer Service | Gartner | Published: 5 December 2019
The latest from Gartner to improve
customer experience...
Begin with the organizational outcomes you
want to achieve.
Then identify the insights you need to collect to
achieve them.
Then start delivering successively improving
experiences based on those insights.
Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service
| 5 December 2019 |

22. through agent-created knowledge
powered by MindTouch
Provide exceptional self-service experiences