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In this report, you’ll uncover:
Key insights for technology purchasing decisions
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Unify Your Customer Data:
5 Best Practices for Multichannel Knowledge Management
Customers and agents struggle when content is scattered across channels. This ebook outlines five best practices for multichannel knowledge management to help you organize content, proactively answer customer questions, and empower your agents.
What a “culture of curiosity” is
Why it’s now becoming an essential part of every successful organization
The 4 key steps every knowledge management needs to be successful
How to avoid knowledge management killers
Lengthy migrations, useless content, and nonsensical taxonomies
In just 12 insight-packed pages, you’ll learn:
If you want to avoid disappointing your customers and agents… Spend 5 minutes reading this report and you’ll have everything you need to get started today .
Ebook
Here’s why Coveo AI is the future of knowledge management:
Get the Best Practices Ebook Today
© 2025 Coveo Solutions Inc. All Rights Reserved.
Of respondents complained of inaccessible knowledge - KMWorld survey
63%
Of customers want to solve issues on their own - Coveo Relevance Report 2022: Service
Of those asked said intelligent search was a top tech to embrace for KM - APQC survey
48%
37%
Ready to make your customer & agents happier?
Disorganized content frustrates customers — 21% report getting conflicting information from service agents.
AI-powered unified indexes ensure consistent, secure access to information across all channels.
Multichannel strategies enable seamless self-service and improve agent training.
How to overcome knowledge management challenges
Unify knowledge sources early on. Avoid lengthy migration projects, content that customers and agents don't need, and taxonomies that don’t align with what searchers need (Best Practice #1)
Establish a process for capturing knowledge. Create new knowledge, use it to resolve customer issues, share it via search and recommendations, and capture it to share with others (Best Practice #2)
Prioritize content discovery. Improve content discovery via search, your contact support form, customer communities, and even within your product (Best Practice #3)
Foster a “culture of curiosity” by encouraging due diligence as part of a knowledge management process (Best Practice #4)
Monitor regularly. Get feedback from teams across your company to find out how well the initiative is going (Best Practice #5)
Driving customer growth for 18+ years
Leading enterprises rely on Coveo AI
Our customers voted Coveo #1 across the board
Download the Knowledge Management Ebook