Boost Your

Customer
Experience
By Up To

150%

in 2022
Customer experience was sent into the stratosphere by
the COVID-19 pandemic as brands were forced to quickly
According to Forbes,
adapt to digital channels and new customer expectations.

there is an 80% increase

But as the pandemic begins to wind down in many parts in revenue for businesses
of the world and our way of life returns to relative
that focus on improving
normality, there’s one question on the minds of many
business leaders: What’s next for customer experience customer experience.
(CX) in the post-pandemic world?

While they say old habits die hard, it appears as though There are many methods that companies can use in a bid
the COVID-induced “new normal” is largely here to stay. to improve their customer experience. One of the most
This will have a big impact on how companies deliver a effective, however, is through the effective use of
strong CX in 2022 and beyond and continues to be the knowledge management, and utilizing an effective
dominant trend in the field.
knowledge management systems solution is the best way
to do this. These have been statistically proven to be
game-changers when it comes to boosting customer
experience.

Here are a few of our top tips for how you as

a business leader can dramatically increase
your customer experience in 2022 and how a
knowledge management system (KMS) like
KMS Lighthouse can help.

01
 Put everyone in your
team on the same page
Aligning your team and putting everyone on the same
page is key for a good customer experience.
information databas
This is because implementing any CX strategy or
program begins by educating your team, involving them
in the process, and ensuring that they’ve got the means
to communicate effectively and work together to
achieve a common goal.
to begin with, giving those involved more time to
Without team alignment, then, even the best strategies
will fail. While there are many ways to align your team, it
always involves:
Providing ways for your team to communicate and
collaborat
Developing trust between departments and
individual
Giving everyone a common goal to work towards
02
A knowledge management system can help to create
synergies within your team and put everyone in
alignment because:
Team members will have access to an up-to-date
Team members will know who’s responsible for wha
Team members will understand the overall goal(s) of
strategies and programs
Simply put – a KMS puts everyone on the same page
working towards a common goal and delivering a
positive customer experience.
Find out how KMS Lighthouse helped
a global fashion commerce company
cut their employee training time and
improved customer service
consistency
Read more→
 Standardize and
simplify documentation
and information
Did you know that employees spend 20% of their time
looking for information or that it can take up to eight
searches for workers to find the correct document? That’s
an average of around one-and-a-half hours per day, and
nobody likes having to hunt around for documents and
information.
accessed and searched through quickly. This not only
This not only frustrates teams who waste their time getting
lost in an abyss of information but also customers who
must wait longer for a resolution or worse – who are given
incorrect information.
03
Look, we’ve all got to accept that from time to time we’re
going to have to go looking for information. When this
happens, though, it’s better that information is
standardized and available in one place rather than
scattered across internal systems and email inboxes or
siloed within teams.
KMS Lighthouse ensures that this is the case by taking
all your documents, information, and other collateral
and storing it in one centralized location that can be
leads to happier customers but also saves time and
cuts costs.
Learn how BGL Group saw a 150%
increase in employee productivity and
significant improvements in customer
service when they deployed KMS
Lighthouse
Read more→
 Create ways for
customers to self-serve
No matter how great a customer service team is, nobody
enjoys having to reach out to one. It’s a time-consuming
process that’s best avoided. To that extent then, one of the
best ways to improve your CX is by eliminating the need
for customers to contact support agents in the first place.
empower customers to find their own answers
There are multiple ways to provide self-service options to
your customers. FAQs pages, knowledge bases, and
automated chatbots are all examples of ways customers
can have their low-level questions answered.
04
The benefit here is two-fold: This customer gets their
answer more quickly while another customer benefits
from a quicker resolution via the support line because
agents aren’t tied up with low-level queries.
A knowledge management solution like KMS
Lighthouse can be used to deploy powerful self-
service portals and search functionality and
anytime, anywhere.
According to Microsoft, over half of
consumers say that the main reason
they cannot solve an issue on their
own is because there is too little
information online.
Learn more about KMS Lighthouse
Self Service→
 Don’t ignore the power KMS Lighthouse takes automation to the next level

of automation with proprietary natural language processing to

deliver a three-tier automation process for improved
service: smart routing, real-time agent assistance,
The robots are coming. In fact, they’re already here. And and an omnichannel bot.
they’re raising the bar for customer experiences.

This enables agents to focus more on complex, high-

You need to accept that automation isn’t just a fad that will level tasks and reduces the cost of service for recurring
go away. It’s very much the future and the increasing lower-level tasks and queries.
popularity of customer support automation is affecting
how teams work. It’s also affecting customer expectations.
They want faster service, more personalization, and
quicker solutions – and their experience will suffer if they
can’t get it.

“KMS Lighthouse has

dramatically reduced our call
center operational costs and
agents’ training time”

Balachander Swaminathan, Program Manager, DHL

Read the case study→

05
 KMS Lighthouse – Your turnkey
knowledge management solution

Our knowledge management system can help you

transform your team into a productive and efficient
machine with a range of features that help to drive better
customer experience and are easy to implement, update,
collaborate on, and scale.

What’s more, you can try it out for free. Just contact
us for a free demonstration and a discussion about
how KMS Lighthouse could help you become a CX
leader.

06
 Join a winning team of

companies including:

The KMS Lighthouse knowledge

management solution is used by a

number of large brands in a variety of

industries to expedite onboarding and

training times.

Contact us today for a FREE demo by

clicking here:

Request a demo

THANK YOU.