Transforming customer experience and support

An organization’s first priority is its customers. But where customer touch points meet operations is getting more complex.

When a prospective customer contacts the business, that's the best opportunity to convert them into a loyal, repeat customer. However, it becomes increasingly more difficult if the experience is marred by too many issues.

KMWorld recently held a webinar with Doron Gower, chief solution architect of KMS Lighthouse, who discussed how to supercharge the customer experience and support.

The challenge that befalls every enterprise consists of three things, Gower explained, finding the right answer, the right time, and the right person.

According to the 2018 Gladly Customer Service Expectations Survey, “71% of customers desire a consistent experience across any channel but it’s a reality for only 29% and 78% of customers feel that omnichannel support is rare or never happens."

This is where KMS Lighthouse comes in, Gower said. Lighthouse enhances every interaction by empowering agents and customers with accurate and consistent answers.

The solution offers:

  • A state-of-the-art knowledge solution for contact centers, branches, and head offices
  • Publish content directly to customers diverting traffic to your website with a portal and widgets
  • Empowers third party technologies with knowledge managed in Lighthouse

The platform also offers a fully configurable UI/UX, allows organizations to get answers quickly, users can compare products or competitors offerings side-by-side to help close sales and ensure the customers are receiving the product they are looking for, and more.

Lighthouse can guide employees and customers through a defined step-by-step process to provide excellent, consistent, informed service.

An archived on-demand replay of this webinar is available here.

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