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Knowledge Management in Support & Service: The Customer’s View

Services organizations employing strong knowledge management programs aspire to empower, delight and enhance their customers’ experience through better knowledge. But what does the customer think? Does it matter to a customer if an organization is pursuing good KM practices? And how would they define success?  KM_screen_capture_from_microsite_JChmaj_blog_Aug_26_resized

Managed Knowledge Drives Support Success

We’ve all experienced the frustration that comes from a poor support experience. And we’ve all experienced the delight and magic that comes from support knowledge flowing to us quickly, accurately and effortlessly. The development and delivery of support knowledge is fundamental to delivering great customer interactions.

It drives key capabilities such as:

Great KM Is Expected and Valued

Knowledge has become an expected and valued component of any service experience. At the end of the day, customers look for their solutions and services to empower them.  They expect:

Customers Measure Success the Same Ways You Do

Customers have exactly the same goals as support organizations when it comes to how knowledge impacts their experience! They want fast, relevant, high-quality answers—that’s what support is all about.

Knowledge Management: The Enabler of Great Customer Interactions!

Learn more.

The post Knowledge Management in Support & Service: The Customer’s View appeared first on Customer Experience Management Blog.

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