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Consulting

Knowledge underpins everything we do

Founder and Managing Director, Aprill Allen, is a knowledge management and KCS specialist, certified by the Consortium for Service InnovationTM to lead workshops in Knowledge Centred Service and Intelligent SwarmingSM.

Whether you have a small team or you’re inside a large organisation, to be customer-centred is to be knowledge-centred.

Knowledge management and KCS

Knowledge Bird’s knowledge management guidance is grounded on the powerful yet pragmatic practices of KCS, and provides the personalised help you need to make improvements in your workflows, systems, and business outcomes. No one knows your business better than you do, but sometimes an outside perspective is needed to shake things up enough to rebuild more effectively, or simply to validate what you’re already doing.

Gain confidence and expert validation

If you’re trying to consolidate multiple systems, find a common way of working with knowledge assets, launch your help desk knowledge base, or adopt and optimise KCS in your organisation, Knowledge Bird can help you think through and redesign your knowledge management workflows and systems.

Diagnostic Session.

What you get

  • 60 minute Zoom call 
  • Walk through of current challenges, business goals and objectives
  • Lightbulb moments to inform your internal development and DIY opportunities 
  • Customised advice on how to move forward and the knowledge management roadmap for your business 
  • Best practice resources and further learning curated to your environment

Outcomes you can expect

  • Gain confidence and third-party expert validation on the current state of your knowledge management
  • Clarity on the next steps and opportunities for improving knowledge sharing workflows
  • Framework for business case and investment in your knowledge base 
  • DIY strategies for implementation of in-house opportunities
Download Diagnostic Session case study

$250 ex.

Your investment is returned to your organisation when you directly engage Knowledge Bird for further training or consulting programs.

Launch Your Zendesk Guide.

What you get

  • 60 minute call with Knowledge Bird
  • Walk through of current knowledge management challenges, business goals and objectives
  • Lightbulb moments to inform changes to your way of working
  • Best practice resources and further learning curated for your needs
  • 60 minute concierge onboarding service from SuccessCX to set up Zendesk Guide functionality
  • Walk through of requirements for your customer-facing help centre and internal knowledge base, including functionality and branding
  • Customised advice on how to move forward with knowledge management & extend your Zendesk Guide functionality even further

Outcomes you can expect

  • Gain confidence and third-party expert validation on the current state of your knowledge management
  • Clarity on the next steps and opportunities for improving knowledge sharing workflows
  • Extracting more value from your Zendesk investment by enabling customers to self-serve and improving the capacity and productivity of your help desk

Knowledge Bird is a Victorian government e-Services supplier

Partners.

Canberra-based boutique consultancy, Cordelta, has joined forces with Knowledge Bird in a collaborative agreement to help government and other large organisations reach challenging customer service targets.

Good Guidance is an Australia/New Zealand collaborative helping organisations with multi-dimensional challenges that include: service management, organisational change, knowledge management and operational excellence.

Train the trainer & knowledge base review

Sam S
Director of Customer Success, EdSmart

We used the deck you started, and the support documents and processes you began. It’s been full-on to get this organised. We wouldn’t have made it, if we didn’t have your base.

Self-service review

Phil V
Founder & CEO, Klever Insight

We engaged Aprill for a high-profile project for a global enterprise. Not only did she handle the complex self-service portal assessment with a very short deadline with aplomb, she also delivered results across multiple continents without missing a beat.

KCS adoption

Andrew J
Chief Digital Officer, DDS IT

Aprill’s pragmatic approach has meant we could absorb a bunch of somewhat radical changes at an easy to manage pace. And her coaching has given us the encouragement and confidence to keep working at the areas we plan to improve over time.

Internal knowledge base

Ivan V.
Principal Developer

Aprill’s response to our challenge was encouraging. We were reassured by her recommendations, because we’d already moved towards centralising our knowledge assets. Now we’re confident in the direction we’re heading and we’ll be able to more easily onboard a number of new hires.

Customer success

Aaron Wallis
Founder & CTO, Lexer

In one conversation, Aprill was able to help me prioritise some next steps that I now feel confident to move ahead with.