1. User Story: As a support agent, I want to easily access and share knowledge articles with customers during interactions to improve the resolution time and customer satisfaction.
– Precondition: The knowledge base is populated with accurate and up-to-date articles.
– Post condition: Support agents can quickly find and share relevant knowledge articles with customers.
– Potential business benefit: Improved resolution time, increased customer satisfaction, and reduced support costs.
– Processes impacted: Knowledge management, customer support.
– User Story description: Support agents should be able to search and access knowledge articles easily during customer interactions. The knowledge articles should be categorized and tagged appropriately for efficient retrieval. Agents should also have the ability to share the articles directly with customers via chat or email.
– Key Roles Involved: Support agents, knowledge management team.
– Data Objects description: Knowledge articles, categorization tags, customer interaction records.
– Key metrics involved: Resolution time, customer satisfaction ratings, knowledge article usage.
2. User Story: As a customer, I want to have self-service access to a comprehensive knowledge base to find solutions to my technical issues without contacting support.
– Precondition: The knowledge base is searchable and accessible to customers.
– Post condition: Customers can find relevant knowledge articles and resolve their issues without contacting support.
– Potential business benefit: Reduced support ticket volume, improved customer satisfaction, and cost savings.
– Processes impacted: Knowledge management, customer support.
– User Story description: Customers should be able to easily search and navigate the knowledge base to find relevant articles related to their technical issues. The articles should be written in a user-friendly language and provide step-by-step instructions or troubleshooting guides. Additionally, customers should have the ability to provide feedback on the usefulness of the articles.
– Key Roles Involved: Knowledge management team, customer support team.
– Data Objects description: Knowledge articles, customer feedback.
– Key metrics involved: Support ticket volume, customer satisfaction ratings, knowledge article usage.
3. User Story: As a knowledge management team, I want to continuously update and improve the knowledge base based on customer feedback and emerging issues.
– Precondition: Customer feedback on knowledge articles is collected and analyzed.
– Post condition: The knowledge base is regularly updated and improved based on customer feedback and emerging issues.
– Potential business benefit: Increased knowledge base effectiveness, improved customer satisfaction, and reduced support costs.
– Processes impacted: Knowledge management, customer support.
– User Story description: The knowledge management team should regularly review customer feedback on knowledge articles and identify areas for improvement or gaps in the content. They should also proactively monitor emerging issues and update the knowledge base with new articles or updates to existing articles. Collaboration with the support team is crucial to gather insights from customer interactions.
– Key Roles Involved: Knowledge management team, customer support team.
– Data Objects description: Customer feedback, knowledge articles.
– Key metrics involved: Customer feedback ratings, knowledge article usage, support ticket resolution time.
4. User Story: As a support manager, I want to track the usage and effectiveness of knowledge articles to identify areas for improvement and training needs.
– Precondition: Knowledge article usage and effectiveness tracking system is in place.
– Post condition: Support managers have access to data on knowledge article usage and effectiveness.
– Potential business benefit: Improved knowledge base, enhanced training programs, and increased customer satisfaction.
– Processes impacted: Knowledge management, training, performance management.
– User Story description: Support managers should have access to data on knowledge article usage, such as views, shares, and feedback ratings. They should also be able to analyze the effectiveness of the articles based on customer satisfaction ratings and resolution time. This data can help identify areas where additional training or improvements in the knowledge base are needed.
– Key Roles Involved: Support managers, knowledge management team.
– Data Objects description: Knowledge article usage data, customer satisfaction ratings.
– Key metrics involved: Knowledge article usage, customer satisfaction ratings, support ticket resolution time.
5. User Story: As a knowledge management team, I want to collaborate with subject matter experts to ensure the accuracy and completeness of knowledge articles.
– Precondition: Collaboration platform or tools are available for knowledge management team and subject matter experts.
– Post condition: Knowledge management team has collaborated with subject matter experts to validate and enhance knowledge articles.
– Potential business benefit: Accurate and comprehensive knowledge base, improved customer satisfaction, and reduced support costs.
– Processes impacted: Knowledge management, collaboration.
– User Story description: The knowledge management team should have a platform or tools to collaborate with subject matter experts to ensure the accuracy and completeness of knowledge articles. They should be able to seek input, review drafts, and incorporate feedback from subject matter experts. This collaboration ensures that the knowledge base reflects the latest and most accurate information.
– Key Roles Involved: Knowledge management team, subject matter experts.
– Data Objects description: Knowledge articles, collaboration records.
– Key metrics involved: Knowledge article accuracy ratings, customer satisfaction ratings, support ticket resolution time.
6. User Story: As a support agent, I want to easily create and contribute knowledge articles based on customer interactions to improve the knowledge base.
– Precondition: Support agents have access to a user-friendly knowledge article creation tool.
– Post condition: Support agents can create and contribute knowledge articles based on customer interactions.
– Potential business benefit: Expanded knowledge base, improved customer satisfaction, and reduced support costs.
– Processes impacted: Knowledge management, customer support.
– User Story description: Support agents should have access to a user-friendly tool that allows them to create and contribute knowledge articles based on their interactions with customers. The tool should provide templates and guidelines to ensure consistency and quality in article creation. Agents should also be able to collaborate with the knowledge management team for review and feedback before publishing the articles.
– Key Roles Involved: Support agents, knowledge management team.
– Data Objects description: Knowledge articles, customer interaction records.
– Key metrics involved: Knowledge article creation rate, customer satisfaction ratings, support ticket resolution time.
7. User Story: As a customer, I want to provide feedback on the usefulness and relevance of knowledge articles to help improve the knowledge base.
– Precondition: Feedback mechanism is available for customers to provide input on knowledge articles.
– Post condition: Customer feedback on knowledge articles is collected and analyzed.
– Potential business benefit: Improved knowledge base, enhanced customer satisfaction, and reduced support costs.
– Processes impacted: Knowledge management, customer support.
– User Story description: Customers should have the ability to provide feedback on the usefulness and relevance of knowledge articles. This feedback can be in the form of ratings, comments, or suggestions for improvement. The knowledge management team should regularly analyze this feedback and use it to update and improve the knowledge base.
– Key Roles Involved: Customers, knowledge management team.
– Data Objects description: Customer feedback, knowledge articles.
– Key metrics involved: Customer feedback ratings, knowledge article usage, support ticket resolution time.
8. User Story: As a support manager, I want to measure the effectiveness of knowledge sharing initiatives to assess their impact on support performance.
– Precondition: Knowledge sharing initiatives are implemented and tracked.
– Post condition: Support managers have data on the effectiveness of knowledge sharing initiatives.
– Potential business benefit: Improved support performance, increased customer satisfaction, and cost savings.
– Processes impacted: Knowledge management, performance management.
– User Story description: Support managers should have access to data on the effectiveness of knowledge sharing initiatives, such as the number of knowledge articles created, shared, and utilized by support agents. They should also track the impact of these initiatives on support performance metrics, such as resolution time and customer satisfaction ratings. This data helps assess the success of knowledge sharing efforts and identify areas for improvement.
– Key Roles Involved: Support managers, knowledge management team.
– Data Objects description: Knowledge sharing initiative data, support performance metrics.
– Key metrics involved: Knowledge article creation rate, support ticket resolution time, customer satisfaction ratings.
9. User Story: As a knowledge management team, I want to ensure the accessibility of knowledge articles across different channels and platforms to support omnichannel customer experiences.
– Precondition: Knowledge articles are accessible and compatible with various channels and platforms.
– Post condition: Knowledge articles can be accessed seamlessly across different channels and platforms.
– Potential business benefit: Enhanced customer experiences, improved customer satisfaction, and reduced support costs.
– Processes impacted: Knowledge management, customer support.
– User Story description: The knowledge management team should ensure that knowledge articles are accessible and compatible with different customer support channels and platforms, such as chatbots, self-service portals, and mobile applications. This ensures that customers can access the relevant information regardless of the channel they choose to interact with. The team should also monitor and optimize the performance of knowledge articles across different channels.
– Key Roles Involved: Knowledge management team, IT team.
– Data Objects description: Knowledge articles, channel compatibility data.
– Key metrics involved: Knowledge article accessibility ratings, customer satisfaction ratings, support ticket volume by channel.
10. User Story: As a support agent, I want to receive proactive knowledge recommendations during customer interactions to improve first-call resolution and customer satisfaction.
– Precondition: Knowledge recommendation system is implemented and integrated with support agent tools.
– Post condition: Support agents receive proactive knowledge recommendations during customer interactions.
– Potential business benefit: Improved first-call resolution, increased customer satisfaction, and reduced support costs.
– Processes impacted: Knowledge management, customer support.
– User Story description: Support agents should receive proactive knowledge recommendations based on the customer’s query or issue during their interactions. These recommendations can be generated by a knowledge recommendation system that analyzes the customer’s input and suggests relevant articles. This helps support agents quickly access the most appropriate knowledge articles and provide accurate solutions to customers.
– Key Roles Involved: Support agents, knowledge management team.
– Data Objects description: Customer query data, knowledge articles.
– Key metrics involved: First-call resolution rate, customer satisfaction ratings, knowledge article usage.