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          2. KCS and MindTouch

            Learn more about Knowledge-Centered Service (KCS®) methodology and how MindTouch supports KCS to enable rapid content creation across organizations just like yours.

            What is KCS?

            KCS is a methodology for agile knowledge management from the Consortium for Service Innovation (CSI). Organizations adopt KCS to integrate the creation and improvement of knowledge content directly into their existing processes to get the best answers into the hands of those who need it. The goal? To provide the best possible customer experience by solving problems as fast as possible.

            According to the CSI, KCS has the power to improve time to resolution by 50-60%, enable low-effort customer self-service, and support excellent customer experiences. Learn more about KCS at Consortium for Service Innovation.

            Deliver knowledge at the speed of now

            How does KCS work?

            Customers interact with your company every single day. Each interaction is an opportunity to learn, improve, and become more efficient. Capturing the knowledge created during these interactions is what KCS is all about. The methodology invites contributors from across your entire organization to author, improve, and reuse content. The result is a living, breathing knowledge repository that continuously evolves based on real customer demand.

            Request a Demo

            Double Loop Process

            KCS methodology itself is based on a Double Loop Process: the Solve loop, comprised of Capture, Structure, Reuse, and Improve; and the Evolve loop, comprised of Content Health, Process Integration, Performance Assessment, Leadership & Communication. Within a KCS organization, knowledge content is constantly passing through this double loop, creating a self-correcting body of organizational knowledge.

            How does MindTouch enable KCS?

            As one of only a few KCS v6 Verified products, MindTouch is designed to align with and support KCS principles and core concepts. We built technology to support the eight KCS practices directly into our product.

            As a standalone knowledge platform, MindTouch can be used alongside any CRM. Through our seamless Salesforce integration, you can bring the MindTouch experience directly into the agent’s workflow so that they never have to leave the CRM. In addition, MindTouch serves as a robust self-service experience for your customers so that the knowledge created by your agents can be used to solve any issue your customers encounter.

            Enhanced authoring process

            Enhanced authoring process

            with confidence, visibility, and flagging

            Faster Time to Publish

            Faster time to publish

            to any audience with auto-indexing for search

            Content templates

            Page templates

            for consistent and predictable structure

            Improved findability

            Improved findability

            with Guided Content Framework and intelligent search

            Advanced analytics

            Advanced analytics

            for understanding contributions and user behavior

            MindTouch Capture Manager

            MindTouch Capture Manager

            allows agents and internal team members to quickly capture and maintain knowledge

            See how Waters Corporation drives its KCS initiative

            Learn how Waters leverages MindTouch to implement KCS and fill their knowledge base with content in the voice and understanding of their customers.


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            Map KCS processes directly to your customer journey

            Our KCS v6 Certified trainers and practitioners can help your organization determine if KCS is a good fit, launch a new KCS program, or add KCS to your existing MindTouch deployment. What makes MindTouch different is our outside-in approach: we first examine the external customer journey and recommend internal KCS processes that directly serve your customer’s needs.

            Learn More

            KCS® is a service mark of the Consortium for Service Innovation™.

            MindTouch provides training with certified KCS experts

            MindTouch featuring Electrolux

            See the MindTouch Platform in Action

            Request a demo