Customers can easily voice their concerns and receive a swift resolution. If both of the above situations are handled quickly and with minimal effort by customers, your chances of winning the award for best retail customer service are high.
Statista predicted that global retail sales would reach more than $30 trillion by 2024. In a highly competitive retail service industry, customer service is crucial. Retailers have a powerful tool to manage their business, create a professional workforce and offer seamless customer service. This is knowledge management.
What is knowledge management?
Knowledge management or KM organizes information in a company to make them more accessible, useable and adaptable. KM helps companies to establish best practices in how they store and share their information.
Retailers need to manage their knowledge to ensure they have the best practices for accessing and sharing retail knowledge. What is retail knowledge?
Retail knowledge can include everything from information about products and services to SOPs that are used in retail settings to help clients. Retail knowledge includes more than just tangible and documented information. It is also characterized by intellectual or data silos that are confined to few minds.
Workers are unable to access the data when they need it. Knowledge management solutions for retailers can help overcome this curse and increase data flow in any retail environment.
Why should retailers choose knowledge management?
#1 Self-service in-store
Self-service platforms optimized for optimization
It can be frustrating for customers to not be able to access the information they need about a service or product even after several attempts at the self-service information tabs.
The customer service experience can also be harrowing if a customer makes a purchase after reading an outdated piece of information. Retailers can use knowledge management to optimize their self-service channels through carefully curated information pieces.
Customers are able to find the information they need in an easy, concise, and engaging manner. This enhances their shopping experience.
An optimized self-service system will only be possible with a well-trained workforce. Customers will be able to find the information they are looking for when they have access to the information base through well-trained employees.
In-store staff are also able to help clients with any data queries. KM for employees allows retail outlets to add notes, information and information to help them accurately convey the pertinent answers to customers.
#2 Enables training for retail employees
Retailers can make the onboarding process quick and efficient with knowledge management. To help new employees acquire the essential knowledge quickly and get started in their jobs, companies can create training modules. KM is a good option for employees who want to learn as much as possible.
The knowledge management system is made up of several directories and spaces that aid in the bifurcation data. This allows employees to learn new information whenever they need it, without any external training.
Employee training is an ongoing process. Knowledge management makes sure that all employees can access the updated training modules for existing products or learn about new products from scratch.
Knowledge management is also helpful for retailers to control the flow and accuracy of information, especially if there are multiple outlets.
#3 Retail employees have a central repository for everything
Access data quickly:
Retail environments contain a lot of complicated information. There are many guides to different products and services. They also provide information about the latest products. The procedures for handling customers, how to audit inventory, and other details. Knowledge management is a way to organize all the important information and make it easily accessible for employees.
Software for knowledge management also helps to break down data silos. It allows employees to record customer experiences or acquire information that will benefit the company. Employees also have the right to flag data for management review. This ensures that the knowledge base is free from irrelevant information.
Retailers don’t have to worry about expanding their operations in areas where there are language barriers. Multilingual data support with KM allows employees to have access to data in their preferred language. Multilingual support allows employees to better assist customers in their native languages.
To stand out from the crowd, you must be customized. Knowledge management systems use data from CRM systems to provide deep insight into customers. This data allows employees to upsell products to customers by using their past buying habits. This personalized shopping experience encourages customer loyalty as 80% of customers will buy from companies that offer it.
#4 Innovative systems to update knowledge
You omit irrelevant information
Unorganized information bases in retail environments add new information to the already existing information. This causes outdated information to remain in the information base as files, Excel spreadsheets, media and is accessible by anyone.
This is because there is no way of eradicating all data from the database.
Knowledge management for retailers, on the other hand, makes the knowledge base the single source of truth and eliminates the possibility of irrelevant information superseding the relevant.
It is simple and effective to update knowledge using these systems:
An organized knowledge base for retail companies ensures that knowledge can be updated quickly and easily. Administrators are able to quickly find the relevant knowledge and update it. It is impossible to find redundant information that could misinform customers or employees.
#5 Interactive use AI to enhance store experience
AI is changing the way customers interact with retailers. The AI chats provide personalized solutions for customers by providing deep insight into their buying habits, shopping history, and shopping preferences. The AI will narrow down search results for customers searching for new accessories for their washrooms after they have viewed the knowledge base.
Knowledge management is also beneficial for retailers because it provides insight from an AI-driven knowledge database that helps them understand their customers’ buying patterns. Retailers can then reaffirm their strategies to attract customer attention and promote various products.
AI-powered knowledge management (by Knowmax.ai), allows customers to quickly resolve their questions to the staff in the store. Analytics of the knowledge base allows administrators to monitor relevancy and most importantly, assess the most popularly accessed knowledge items.