Today, customer service teams are expected to deliver exceptional, personalized experiences. However, the growing volume of customer inquiries, combined with the constant influx of information, often makes it difficult for agents to meet these demanding expectations.
If organizations are serious about delivering outstanding customer service while keep their agents satisfied, they need to invest in comprehensive knowledge management systems. These systems provide agents with quick and easy access to the latest, most up-to-date information, enabling them to effectively address the growing volume of customer inquiries in a timely manner.
Evaluating Knowledge Management Systems
Upland RightAnswers is proud to be named in the 2024 Gartner® Market Guide for Customer Service Knowledge Management Systems. We feel the comprehensive guide will empower customer service decision-makers to better understand the knowledge management market and identify potential vendors for further evaluation.
The report evaluates several customer service knowledge management systems by the following criteria:
- End user engagement which includes semantic search, guided assistance, portal/help center, and customer journey orchestration.
- Curation and contextualization including insight engines, knowledge graphs, and usage analytics.
- Knowledge lifecycle management which includes dynamic editor, atomized authoring, content administration, and content health optimization.
Remember, this research serves as a starting point for evaluating customer service knowledge management vendors. Ultimately, choosing the right solution will depend on your unique business needs.
The Power of Upland RightAnswers
Upland RightAnswers is a comprehensive AI-powered knowledge management system designed to empower your customer service team to deliver exceptional experiences, boost efficiency, and drive business growth. Backed by a global team of knowledge experts, RightAnswers provides organizations of all sizes with the flexibility to connect all available knowledge sources and deliver relevant information to customers and across the enterprise. With RightAnswers, you will be able to:
- Streamline knowledge delivery and reduce the time agents spend searching for information.
- Deliver faster, more accurate responses to customer inquiries.
- Automate routine tasks and empower agents to focus on high-value work.
- Foster a culture of continuous knowledge creation and improvement.
- Enhanced security and compliance to better protect sensitive customer data with enterprise-grade security measures.
- Adapt to your organization’s growth and evolving needs.
- Integrate with your existing tools for a unified customer experience.
- Gain valuable insights into agent performance, customer behavior, and knowledge usage.
To learn more about the customer service knowledge management system market and vendors, download a complimentary copy of the 2024 Gartner® Market Guide for Customer Service Knowledge Management Systems.
Gartner, Market Guide for Customer Service Knowledge Management Systems Pri Rathnayahe, Drew Kraus, 10 June 2024.
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