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.

KCS? double-loop process graphic on solve and evolve by MindTouch

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.

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.

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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

with confidence, visibility, and flagging

Faster time to publish

to any audience with auto-indexing for search

Page templates

for consistent and predictable structure

Improved findability

with Guided Content Framework and intelligent search

Advanced analytics

for understanding contributions and user behavior

MindTouch Capture Manager

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

“Before MindTouch we had more than a dozen people working to create and manage help content for 80+ products. With MindTouch reports, content reuse, and global variable tools, we can manage all this content with only four people. We’re now able to create documentation for additional products in as few as two hours because of MindTouch’s efficiencies and ease of use.”

– Katherine Wedgewood, Knowledge Strategist

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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.

KCS? is a service mark of the Consortium for Service Innovation?

MindTouch provides training with certified KCS experts

Learn more about our KCS training program
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