For the past eight years, the Technology Services Industry Association (TSIA) has been conducting an annual survey of the tools and services used by B2B support operations.

The knowledge management category stood out this year, with significantly increased adoption, at 85% in 2014. And 69% of companies plan to increase their investment in knowledge management in 2014–15.

What’s behind the increased investment in knowledge management? The TSIA cites:

• the expansion of mobile capabilities for content access
• introducing new self-service tools to aid customers in finding an answer without assistance
• growing interest in automating problem diagnostics
• knowledge management to boost employee productivity without more product training

Read all the results of the TSIA survey.

Author: Veronica Mathieson