Knowledge management, done right, can deliver tremendous value to customer service and support. It can help agents deliver faster, more consistent, more satisfying answers. It can empower customers to resolve their own issues, cost-effectively, at scale, 24/7, through self-service. And it can provide the voice of the customer insights needed to improve products, services, and loyalty.
Yet for all the benefits, the software category is marked by confusion. KM means many different things to different people, and when the label is applied to solutions that simply don't fit the needs of service and support, it can cost time and money.
We'll present five different categories that are used for KM, and for each category, we'll:
- Define it.
- Discuss the pros and cons.
- Describe the best-matched service and support environment.
- Give example vendors/solutions.