What strategy is needed to ensure customer service success?
Link KCS benefits to goals.
How do we design and store knowledge for service questions?
Capture customer context.
Linked for more help.
How do we ensure cross-company knowledge sharing?
Digital sharing tools.
Make it fun!
Is your customer experience seamless?
Do your customers quickly find the information they need?
Better self-service means your customers find the answers they need faster, leading to a positive customer experience and greater loyalty.
CATALYNK integrates knowledge best practices company-wide to ensure your customers are empowered to get the information they need, quickly.
When everything’s moving fast, teams need the tools and practices to engage with customers to help them quickly. Customer engagement requires them to make ‘in the moment’ decisions.
We train your teams in KCS® best practices to encourage knowledge sharing. This helps ensure informed action, leading to greater service satisfaction. Our KCS v6 Fundamentals Workshop will you started. Let’s go!
Knowledge that helps service delivery, needs to be ‘served up’ at key touch points throughout the service delivery process. To create and use knowledge ‘in the moment’, forms, processes, workflows, privileges and knowledge base structures are needed.
We aim to get the best from your tool-sets, and help your teams design and manage the workflow, eliminate duplication, and integrate multiple knowledge sources for simplified search. Our KCS Refresh helps you get the best out of your KCS investment.
KCS® practices help service delivery teams recognize where they have room for improvement.
We design and deliver the training and workshops to develop capabilities that engage and enthuse knowledge workers to collaborate. Our suite of KCS v6 Workshops can be tailored to achieve your adoption goals.
Through capturing and sharing ‘in the moment’ your staff are better equipped to analyze, solve and power self-service options for customers.
Can your support teams search knowledge easily and have the most up-to-date information to solve requests quickly?
Teams work best in an environment that nurtures and recognizes collaboration to create value. A KCS v6 for Analysts Workshop gets your team excited about and engaging in knowledge sharing.
With our help, your teams work together to envision what’s possible in knowledge performance, identify steps to get there, and lead the change!
Stakeholders need to know the benefits of ‘knowledge for service’. Your teams need to focus on delivering what the business cares about by selecting key outcomes that align with business goals.
We help build the capabilities in teams to design reports, coach, and monitor progress to achieve goals that result in your desired outcomes. Our KCS v6 Practices Workshop gives your team a deep understanding of the enabling practices..
Thanks for sharing! Your encouragement and thanks for knowledge contributions goes a long way. Recognition for sharing builds a culture that empowers teams to collaborate.
We engage leaders and teams in designing licenses that recognize the value of knowledge contribution.
Your teams will gain a renewed commitment to work together, to solve, and share. Our Leaders KCS v6 Overview Workshop is a great start.
Beth advised how we can further progress our teams focus on "shifting left"/"doing more with less" - the focus being Knowledge Management. Her expertise across customer service and Knowledge Management is something that can assist any organisation.
We engaged Catalynk to deliver a customer service seminar for our Osteopath network. Today our customers are complimenting us, as we constantly improve to achieve our service goals [that we] defined in the course.
Irrespective of what industry you are in, I recommend attending one of Catalynk's presentations on 'Customer Experience, Your Competitive Edge' if you have the opportunity, or to bring them in to consult to your business.