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Articles by Esteban Kolsky for Coveo

How Knowledge is Changing Customer Service

Knowledge management has been linked to customer service for a very long time. In fact, whenever we hear the words "knowledge management" we immediately assume we are dealing with knowledge bases and support issues. That's because creating, storing, indexing and searching for the right information to help customers is what drove the last series of improvements to customer service in the name of Web self-service in the early 2000s. . . .