The KnowledgeIQ Blog

Omnichannel customer experience and service is a must have for any modern business.

By Toby Milner on March 28, 2022

In this context what does Omnichannel mean? An omnichannel customer experience is made up of individual customer touch points, over a number of channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the experience on another. Why is it important for customer experience? Consumers want multiple […]

What is knowledge?

By Toby Milner on March 28, 2022

- Is knowledge information? Hmm…No it isn’t - Is knowledge wisdom? Hmm...No it isn’t Knowledge is the ‘glue’ between information and wisdom according to the well-known hierarchy above, knowledge fills the gap between what we know and what we do Information is organized data, which has been processed in such a way that it has […]

Why this watershed moment in the nature of work is the ideal time to revisit your knowledge management requirements.

By Toby Milner on March 28, 2022

Before 2020 good knowledge management [KM] simply didn’t exist for many organizations. In most cases, people turned to the ‘office encyclopaedia” - the colleague who always has the answers on various topics or at least knew who, where (and in which system) to find them. Then the world changed. As we all worked from home […]

Why a CRM knowledgebase is not recommended for enterprise knowledge management

By Toby Milner on November 22, 2021

Customer focused companies will understand the value of a knowledge management system [KMS] beyond the more simplified experience they may get with a knowledgebase [KB] provided by a customer relationship management system [CRM]. Enterprise knowledge management is about extending knowledge to the wider organization and invited third parties who may not have access to the […]

8 reasons to integrate Salesforce and KnowledgeIQ

By Toby Milner on September 23, 2021

With KnowledgeIQ and Salesforce together, your sales, support and service teams can help customers with speed, accuracy and confidence. Salesforce CRM and Service Cloud provides the window to customer information and queries, whilst KnowledgeIQ augments agent interactions with intuitive knowledge delivered within the Salesforce interface. Why augment Salesforce with an external knowledge management solution? Knosys […]

KnowledgeIQ + Salesforce a "Win Win"

By Toby Milner on September 3, 2021

The Salesforce solution is a powerful information platform that has revolutionized the business industry for many years. Here’s a look at some key benefits of a successful Salesforce and KnowledgeIQ integration:

How KM supports great Agent Experience [AX]

By Toby Milner on July 29, 2021

Human experiences have resulted in a plethora of phrases to describe them for example employee experience [EX], customer experience [CX] and user experience [UX]. An experience can be defined in multiple ways; to observe certain events; undergo a certain feeling or process; or perform certain actions that may alter one or contribute to one's knowledge, […]

What Is Knowledge Management And Why Should You Care?

By Steph S on July 28, 2021

Using knowledge to make informed decisions is at the heart of the most successful businesses. It can mean the difference between expansion and stagnation, between growth and failure. Whether it be a particular business unit or the company as a whole.

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