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Contactless support for field service agents using KMS

Knowledge management software acts as a guide for every user. For field service workers, they do not have an office environment or a corporate space. They are expected to work skillfully despite having hours of travel and loads of equipment on them. They don’t even have a colleague next seat to ask for help when facing difficulties.

Agents can commit minor errors but the customers shall not be extending an olive branch for the same. They, more often than not, expect a super human technical/mechanical genius to fly in as soon as an issue is raised and to resolve it in no time. Collateral service costs and expenses of visits are quite high and the returns aren’t as good especially if a single complaint is dragged out to multiple visits for closure.

Contactless support is the need of the hour. Know how you can leverage this capability

Top 14 advantages of KMS for field service agents

1. Co-browsing

Using co-browsing capability, businesses can bring two or more parties on the same page virtually. This ensures communication between organizations and customers over multiple touchpoints. With this service, service agents can resolve customer’s issues effectively, remotely, and also decide what issues are worth a visit to the site through a preliminary screening

2. Effective customer engagement

Field service agents usually go to a user’s place of presence, analyze the device, and start processing the solution. What’s sidelined here is customer engagement. They need active participation in the process; thus, it is essential to keep them engaged with relevant trivia for communication. The application of knowledge management allows active participation from the customer’s end as well and keeps them at the core of the process.

3. Speedy resolution

Field service executives are human agents with robotic and high-end technical aids at their disposal. Some complicated issues still could catch them off guard wherein help from backend, quick findability, and in-depth articles speed resolution process.

4. Operational efficiency

Knowledge management systems facilitate CX leaders and service agents to track the performance and pin down pain points. Self-assessment helps in delivering highly targeted and personalized training thus drastically improving operational efficiency and KPIs.

5. Better decision making

When field agents have the support of a well-managed knowledge software at their disposal, they can take final steps quickly. At times, the dilemma related to petty decisions can leave an adverse impact but when every single detail is put down, servicing with confidence can be delivered.

6. Financial savings

Each agent specializes in a particular area of the product. It could be banking, insurance, technical, or telecom. Deploying the right expert brain in the right position is a real saver for your piggy bank. Further to this, when no. of field visits are reduced, it drastically cuts on OPEX and improves efficiency. The visits could be scheduled by time and locality sorting, saving visit time and fuel costs.

7. Advanced tech support

With knowledge management software, the field support executives have access to advanced technologies like voice guidance and AR/VR support. In case of easy solutions, this might even save a trip while dealing with P1 issues, it helps the agents to be confident and swift.

8. Organized operations

Apart from organizing trips and service schedules, knowledge management helps internal teams as well. It facilitates a smoother level of functions making teams connected and interdependent. A calendar sheet and adherence report can be generated to check efficiency.

9. Task management

On the field, speculations do not work. The delay resolution and exposing unskilled actions of the company’s representative to the customers is the biggest pain point. Managing all tasks includes multiple teams like training and onboarding (pre-operation), agents and office backend (during operation), CX heads, and surveyors (post-operation). All actions, commands, queries, and communication are synced through task management over a single platform makes the process smoother.

10. Backend support

A good knowledge base is always updated with product refreshers keeping agents from losing their touch. Though it may seem like a rare job, backend support literally watches field executives’ backs. Apart from guidance and queries, multiple functions can be initiated through registered admin access facilitated via agent and support officer’s screen sharing.

11. Customer loyalty

Customer complaints are an indication of interaction until it is frequent and repetitive. When your agents are a pro at handling customers’ concerns through a memorable interaction, improves NPS score & customer loyalty. Thus, a good knowledge base points to the directions that create a healthy environment for customers as well as agent loyalty.

12. Consistent knowledge

A customer can switch the platform used to reach for raising tickets and the platform was chosen for delivery of the solution. The omni present knowledge base is not enough unless it follows a certain code of consistency and uniformity. It reduces multiple creations of the same solution and promotes self-service. Agents can pick up right where they left even in case of rotational shifts.

13. Cloud access

Knowledge management helps field agents get access to any piece of information anywhere while being on job. They do not have to wait for a response or dial a bunch of calls to get the answer. They basically can self-serve themselves while servicing customers.

14. Flexible operations

The field service agents often have a tight schedule. A 9-hour work day with trips up and down the city for an entire day does not seem to be worth it. Knowledge management is an excellent solution to this end as well as it allows recording all details centrally thus facilitating off days and job rotation without creating a cavity for either customer churn or agent churn.


A field service agent has multiple tickets, localities, and issues to be closed as soon as possible. However, each customer keeps calling for regular updates. A whirlwind of chaos is created and neither is the agent or customers satisfied through this. Knowledge management allows admin to categorize access by roles and designation thus allowing to set separate channels for processing calls, raising tickets, and closing them. All these separate channels flow through a single platform clearing all clutter and making overall operations more efficient.

Originally published at on March 25, 2021.




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