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Organizations usually don’t invest much money or energy incorporating their knowledge bases (KBs) into the global customer experience (CX) – whether it’s for an original language or a localized version for other markets. This is despite the fact that each KB interaction can increase or decrease the value of your brand in customers’ eyes and thus plays a key role in cementing their loyalty. Based on extensive interviews with 36 global firms about how they create and manage multilingual KB content, here are four guidelines to enable your customer support, knowledge management, and localization teams to better meld your company’s KB experience into the global customer journey.
Visitors arrive at your knowledge base from somewhere else – perhaps while trying to use your product on a mobile phone, on Alexa in their kitchen, or on Android Auto while stuck in traffic. And, they will go on to somewhere else afterwards – whether to continue using your product or service if they have a rewarding experience, to work with a human agent to resolve their issue, or to a social media site to complain if they are less than satisfied. Whatever the scenario, make sure that their KB experience isn’t disconnected from the rest of their interactions with your brand.
Director of Buyers Service
Focuses on global digital transformation, enterprise globalization, localization maturity, social media, global product development, crowdsourcing, transcreation, and internationalization
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