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- Knowledge bases need the wisdom of the crowd to provide sustainable value
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Social media clearly has shown tons of value to the CRM model and RightNow's acquisition of HiveLive makes perfect sense and should provide material value to their customers. What this means to customers using Lithium and RightNow is not so clear.
The problem, like with all vendors trying to merely integrate community technology with KB technology, is that the community elements need to be integrated directly INTO the KB to make a real difference. Otherwise, the community may very well help to create new KB content, but will do nothing to evolve existing KB content.
To sustain value, KB content must continually evolve based on the broad insights beyond those that can be gleaned by editors from infrequent content ratings. The KB must provide the detailed metrics and supporting infrastructure required to facilitate and motivate internal and external community members to create new KB content and to evolve existing KB content. Anything less is putting an unfair and unrealistic burden on the KB content editors.
People (support staff and end-users) still want to quickly get to content that is accurate, thorough and that the brand will stand behind as being correct. As such, editorially-content still is a vital component for quality self-service and assisted-service customer care. That is, as long as it perpetually evolves based on the wisdom of the community.
What say you, Dennis?
www.kb2dot0.com
- Posted by: cvancourt Posted on: 09/08/09 (Edited: 09/08/2009 @ 10:08) You are currently: a Guest | Members login | Terms of Use
Knowledge bases need the wisdom of the crowd to provide sustainable value
cvancourt | 09/08/09
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RE: HiveLive: the beginning of community app consolidation?
Sameer Patel | 09/09/09
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What do you think?
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