Knowledgebase Consulting and Systems Implementation Services
As today’s IT help desks and call centers strive to provide the levels of excellence in service that customers demand, a new set of standards is emerging to help better manage knowledge used to solve problems. The most important of these is Knowledge-Centered Support (KCS).
KCS is the industry-standard methodology and set of best practices that seek to:
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Create content as a byproduct of solving problems
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Evolve content based on demand and usage
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Develop a knowledge base of collective experience
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Recognize learning, collaboration, sharing and improving
With over 20 years and $50 million invested in developing the methodology, KCS has produced significant benefits for support organizations around the world. Among KCS practitioners are giants like Coca-Cola, Nestle, Allstate, Dell, EMC, Ericsson, HP Enterprise, Oracle, PTC, Salesforce.com, and Pfizer.
At Writeinteractive, our team has rare and highly sought after experience in helping organizations reap the benefits of KCS. We are intimately familiar with the latest best practices and tools. Plus, we have strong partnerships with leading knowledge management service providers and vendors. KCS not only makes your customer service agents more productive, it improves both employee and customer experiences with a centralized knowledge hub to create, maintain, and locate relevant information quickly.
Core services
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Knowledgebase System Implementation
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Knowledge Audit
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Legacy Knowledge Migration
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Knowledge Content Writing
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Knowledge Content Editing
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Knowledgebase Template Design and Branding
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Information Architecture and Taxonomy Development
Specific deliverables
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Knowledge Audit Findings and Recommendations Report
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Knowledgebase Systems
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New Knowledge Articles
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Improved Knowledge Articles
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Knowledge Service Packs for Off-the-Shelf Applications
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Cloud-based Knowledge Hosting