Sweden’s Ikea has announced that it has bagged the USU 2021 Knowledge Award for excellence in knowledge management in service. Ikea, that designs and sells ready-to-assemble furniture and home accessories, won the award, which was presented at the USU World Summit 2021, with the implementation of its innovative service concept for knowledge management.

Since spring 2020, Ikea has consistently standardised and optimised its knowledge-intensive international customer communication. They respond to over 100,000 daily inquiries via the web, email, chat and contact centres quickly, accurately, in the customer’s local language and in a cost-effective manner, providing an exceptional customer experience. At the same time, almost 20,000 documents in 23 languages are also used for internal needs, for example, to shorten on-boarding and employee training by up to 50 per cent, USU said in a media statement.

USU’s award to the multinational furniture group honours in particular new, inspiring and demonstrably successful ideas in the practical application of USU Knowledge Management solutions.

“The knowledge award recognises customers and partners who really stand out in developing new and innovative methods and service strategies in knowledge management, above all in practice,” USU managing director Sven Kolb said in a statement.

“Within just 12 months, we were able to establish our new knowledge management solution in 25 customer support centre. In hundreds of Ikea stores as well as on our website, customers can now easily obtain information on all topics via self-service or in person: from the optimal dimensions for living room and kitchen furniture to returning goods, ordering spare parts, financing options, Click & Collect guidelines during COVID-19 or specific questions such as how to best remove red wine stains from IKEA carpet,” Rickard Hammarlund, product owner customer support knowledge at Ikea said.

Fibre2Fashion News Desk (GK)

Disclaimer - All News/Articles items are subject to copyright and no article either in full or part may be reproduced in any form without permission from Fibre2Fashion Pvt. Ltd.