Knowledge management can make or break your organization’s customer service. Not only can it impact productivity and profit, it can also affect customer and agent satisfaction.
But what exactly is knowledge management? According to Gartner, knowledge management is “a discipline that emphasizes an integrated approach to managing an enterprise’s knowledge assets: the information available to an enterprise about its “best practices,” critical business processes and operating environment.”
Proper knowledge management and self-service can help:
- Reduce support costs
- Improve your company’s ability to answer customer questions
- Increase customer satisfaction
According to Gartner, “Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction.” In this report, Gartner covers the impacts of good knowledge management as well as KM recommendations, such as how to focus on people and processes.
Download Gartner’s Knowledge Management Will Transform CRM Customer Service and learn how to create a knowledge management culture within your organization.
Knowledge Management Will Transform CRM Customer Service, M. Maoz, 9 November 2016.
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