2Know Magazine: Sharing KM Knowledge
2Know: Sharing KM Knowledge
March 2019 - Magazine No. 234
March 2019 - Magazine No. 234
Edition:
Written By Dana Neuman- Rotem
Written By Dana Neuman- Rotem

Our means of customer service have advanced greatly in recent years. Subsequently, so have our expectation as customers that our service provider be available at all times. A decade ago, we mainly discussed the quality of the service provided either frontally or by phone. Nowadays, customers' satisfaction is attained (among other factors) through high-quality, available response via social channels and other digital channels.

 

Many organizations attempt to position themselves as self-service enablers and thus provide their clients with positive, efficient service experiences. However, besides independent services, customers are still interested in feeling secure and knowing that they can receive optimal service through the channel of their choice. Service should not be exclusively secluded to automatic channels.

 

Does quality service provided frontally or by phone necessarily indicate that the service provided in digital channels is of similar quality?

It certainly does not.

 

Why?

Various service-providing means must be adapted to the service provider. A telephone service call requires a different set of skills than that required when conducting a conversation in person. The same goes for conversing with a customer via Facebook or chat. Each medium requires service providers to adapt and grow accustomed to a different service-related skill.

Here are 6 tips optimal adaptation to written communication with customers:

  1. Customers expect service provided via digital channels to be short, concise and extremely quick. Customers therefore expect an immediate response. It is therefore vital that response times meet this expectation. This can be done through:
    1. Automatic initial response
    2. Informing users of the estimated standby time
    3. If online service isn't available, inform them of the estimated response time
  2. Receiving a response through my channel of choice: as a customer, I expect to receive full service via the channel I chose. If I chose to contact the company via chat, I do not expect to receive a phone call ( nor am I interested in receiving one). In order to prevent misunderstandings in case you cannot provide full service via the channel through which they contacted you, you must notify them.
  3. The power of words: digital platforms in which service is provided in writing require us to understand the meaning of the words we choose and the message they send to customers. The words remain present for much more time than in a frontal conversation. Remember, these service channels can promote your marketing brand perception; The way you answer, and approach customers should suit their nature.
  4. Punctuation plays a great role in written communication. As such, it should be used wisely. Using exclamation marks or bold coloring can make a difference, and excessive use of them can be harmful.
  5. Templates: setting content templates and structured answers for quick response to customers is vital in written communication, as they can reduce response time. An intelligent use of templates will enable the representative to address several conversations simultaneously while investing minimum effort. I recommend using prepared answers mainly for processes and places that require customers to perform multiple steps.
  6. Quality over Quantity: While digital channels indeed allow representatives to address several calls, it is nevertheless important to ensure that the response remains optimal. If a conversation takes longer and responses are not immediate, you might want to consider limiting the maximal amount of conversations each representative can handle simultaneously. It is important to remember that response time affects satisfaction.

 

In conclusion, quality service is assessed in each channel. It is important to remember that the user's experience when calling for service and adapt the service provided to the conduct suitable for each channel. The written word is sometimes more powerful than the spoken word. However, service is service is service. It all begins with matching the customers' expectations.

 

 

 

Written By Michal Gil- Peretz

Quick and consistent communication with clients is the key to successful management of any organization. In our day and age, in which clients are accustomed to internet information and service consumption via their computer or mobile device, a client portal is a critical tool. It grants simple, comfortable and quick access to organizational information and services.

So, what is a client portal? And what does it have to do with Knowledge Management?

 

The term 'portal' usually relates to a mechanism through which an organization shares information with its clients. The organization provides secure access, via an internet website, that allows its clients to access an area where they can display, download and upload information that is exchanged encrypted. The clients usually do not pay for using the client portal, and they are also exempt of complex installations. All that a client needs are an email address and access to the internet. Clients receive a password and can access the portal at any time. Furthermore, any time a document or piece of data is altered, clients are notified.

 

Client portals are highly useful for secure exchange of data (financial, legal, engineering, etc.) This type of portals secures the information exchange according to data privacy laws. These portals enable the users to manage the information virtually in order to enhance the efficiency of client-organization community.

 

Further advantages of a client portal include:

  • The ability to handle large files only rare with size-limits
  • Independent access to private file databases
  • Time-saving file retrieval methods

These advantages lead to a more efficient work environment for client-organization relations.

 

A screenshot displaying document management in the PortalsXpress portal (source: Wikipedia).

 

 

Examples of Client portals:

Client portals allow organizations to share knowledge with clients on several levels. The basic level involves updating clients by providing them with personal information or information which is not available to the general public. For example, a self-service troubleshooting database, which clients can use at any time and place. On a more advanced level, sharing can be attained via a forum of clients that consult each other and regarding proper use and application of products. The client portal can serve as the basis for organizations to share and discuss with clients. This is organizations' opportunity to the exchange of ideas and mutual learning.

We all hold certain knowledge. And we probably can all benefit greatly from learning from our clients. Worth trying.

 

For further reading:

The organizational portal: The next generation

 

References:

Wikipedia: Client Portals

 

 

 

Written By Anat Drucker

A concept is the literal form of our perception of reality. A concept is a definition of a number of elements collectively, through the scope of a contextualized, describable common denominator.

Conceptualization is the process in which we name or express in words a concept. By naming an idea, phenomenon and definition transform the idea into something tangible; into a reality. Conceptualization can be both the process and the product. The conceptualization process allows us to merge the theoretical knowledge and the practical knowledge into a new form of knowledge.

In music, conceptualization is performed directly. Composers transform their internal, tacit understanding of an assortment of sounds and notes into something explicit and overt: a tune. Similarly, a dance is a conceptualization through its steps and moves.

 

A conceptualization can change our perspective. For example, the concept of "gravity" may not change the way we are drawn to the earth, yet it definitely affects our perspective, understanding, and possibly our focus, on certain aspects of gravity.

 

In the field of Knowledge Management, two main areas involve conceptualization:

  1. Knowledge Extraction: transforming tacit knowledge into explicit, expressible knowledge.
  2. Clarification: of a known term, giving it a certain meaning.

When we wish to describe a certain notion, we use conceptualization.

We can use other means to conceptualize an idea. An idea can be conceptualized graphically, using pictures, infographics, videos, flowcharts, etc. These can be attractive means for effectively illustrating the concept.

 

Hereby is an example, excerpted from 'Presentation Zen Design' by Garr Reynolds (2009). This picture bluntly illustrates the meaning and emphasizes the message of a drop in sales. It is far more effective than any graph.

 

 

In conclusion, conceptualization allows us to describe and illustrate a certain meaning clearly and precisely.

 

References:

 

  

Communities of Practice http://www.kmrom.com/Site/Articles/ViewArticle.aspx?ArticleID=1005

 

 

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