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Return on Knowledge for Customer Service

Measuring the business benefits of Knowledge Management for customer support

Good customer experiences drive business performance. People will spend 140% more at companies that provide
the best experiences and will remain loyal longer.*

Customer service is often the primary way customers interact with a company, and therefore is paramount in forming the customer experience. Customer service challenges include keeping knowledge up-to-date with new products and shifting rules and regulations, and gaining fast, easy access to knowledge that is typically fragmented across the organization. Consequently, many companies struggle to deliver timely and accurate solutions to customer problems.

*Harvard Business Review, “The Value of Customer Experience, Quantified,” 2014.

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