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Customer service managers know that the right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to a successful interaction. When used correctly, deeper knowledge can personalize an interaction, increase customer satisfaction, reduce call handle times, and lead to operational efficiencies. But customer service managers struggle to tame the volume of corporate knowledge that exists in disconnected silos such as knowledge bases, document management systems, social media sites, a company's intranet, and even a company's paper manuals. They struggle to decide what knowledge to port to a knowledge base and what content should be left in its original source while being available to users. They also struggle to understand what knowledge sources are the most accurate, up to date, and complete as well as what business processes they should be following to audit and maintain knowledge.
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Vendors mentioned: Consona, Coveo Solutions, eGain Communications, InQuira, IntelliResponse, Moxie Software, Panviva, RightNow Technologies, Servigistics
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Customer service managers agree that the right knowledge, delivered at the right time in the service resolution process, is critical to a successful interaction. But they struggle to tame the volume of corporate knowledge in disconnected silos. This repor
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