08/04/2023@TransversalTalk #askTVL

08/04/2023@TransversalTalk #askTVL

Knowledge Syndication:Leveraging your knowledgebase investment through digital technologies

HEATHER RICHARDS, VP PROFESSIONAL SERVICES, TRANSVERSAL

08/04/2023@TransversalTalk #askTVL

Web self-service deployed– now what?

08/04/2023@TransversalTalk #askTVL

Reuse existing knowledge

» Syndication refers to repackaging content in a way that makes it available for automated re-use in a variety of different digital environments.

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Syndication Process

» Can the information in your kb be redeployed? To what audiences?

» What technologies can be used to achieve successful syndication?

» Achieving true multi-channel self-service through knowledge syndication

08/04/2023@TransversalTalk #askTVL

Website and Contact Centre

» Share information between customers and agents» Avoid duplication of content» Consistency of voice» But which comes first?

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Case study: Mothercare

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Case study: Mothercare

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Case study: Mothercare

“It used to take three weeks to train an agent to be on the phone.Now it take eight days.”Sharon MillardCustomer Contact ManagerMothercare

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Product information

» One knowledgebase, multiple interfaces» White labelling» Partnerships» Manufacturers and retail

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Case study: Barclaycard

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Social media

» Share this!» Crowdsourcing» Facebook» Twitter

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Social media

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Social media: Facebook

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Mobile

» New access points for customers and staff» By 2015 companies will generate 50% of web sales will be via social

media and mobile applications (Gartner.com)

» How do you support this channel shift?

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Case study: Barclays Bank

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Case study: Barclays Bank

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Case study: Coutts

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Mobile Apps

70% of customer prefer to use web self-service to resolve issues. (Forrester)

So what happens when a customer is using an App?

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Case study: Barclays Group

» Pingit app» mybarclaycard app» Barclays Online Banking app» Barclays Bike app

All these apps use knowledge pulled from a centralized Transversal Knowledge platform.

Consistency of voice:

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Third party application integration

» Syndicate knowledgebase contents through 3rd party platforms» Integration with chat, contact centre desktops, service desk

applications

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Applications – RBS Bankline

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Applications – Contact Centre

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Chat integration

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Technologies that enable syndication

» CSS» Parameter substitution» RSS» Multilingual workflow» XML» APIs» Responsive design

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CSS, parameter substitution

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RSS

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Multilingual Workflow

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XML

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APIs

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Responsive design

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Knowledge syndication

» Don’t just broadcast information but collect, analyse, and redistribute it, to achieve true multichannel self-service.

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Questions

?Heather RichardsEmail: heather.richards@transversal.comDirect: [+44 ] (0)1223 488740

08/04/2023@TransversalTalk #askTVL