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How to manage a knowledgebase - Tom Pelly
1.
23/05/2013@TransversalTalk #askTVL
2.
23/05/2013@TransversalTalk #askTVL How to
manage a knowledgebase TOM PELLY, TRANSVERSAL PROFESSIONALSERVICES MANAGER
3.
23/05/2013@TransversalTalk #askTVL What is
a knowledgebase? A knowledgebase is an information repository that provides a means for information to be: » collected » organized » shared » searched » Utilized. Special thanks to: • Google • Wikipedia
4.
23/05/2013@TransversalTalk #askTVL Success criteria
for a knowledgebase » Unnecessary contact deflection » Increase sales conversion » Customer retention » Customer insight
5.
23/05/2013@TransversalTalk #askTVL Content is
king It needs to be: » Relevant » Current » Accurate » Understandable » Accessible
6.
23/05/2013@TransversalTalk #askTVL Content ownership The
key resources/people you will need: » Proactive and engaged content manager(s) » Subject matter experts » Input from Customer Services team
7.
23/05/2013@TransversalTalk #askTVL Necessary Tools
for Successful Content Management » Analytics, showing: » Customer journey » Unsuccessful searches » Escalations to contact » Sales conversions » Publication controls, featuring: » Approval workflow » Publication scheduling » Automated notifications » Customer feedback options » Semantic search and article association » Multi channel/brand content reuse
8.
23/05/2013@TransversalTalk #askTVL MORE TO
CONSIDER…
9.
23/05/2013@TransversalTalk #askTVL Escalation routing
10.
23/05/2013@TransversalTalk #askTVL Advertisements
11.
23/05/2013@TransversalTalk #askTVL Search engine
optimization
12.
23/05/2013@TransversalTalk #askTVL Data feeds
13.
23/05/2013@TransversalTalk #askTVL Questions ? Tom Pelly Email:
tom.pelly@transversal.com Direct: [+44 ] (0)1223 488744 Mobile: [+44 ] (0)7717662260
14.
23/05/2013@TransversalTalk #askTVL