Intelligence, Collaboration, Insight
By Tom Floodeen on Dec 12, 2011
Three key elements of a winning formula for customer support. Customers want to find answers fast. Agents that have instant access to the collective knowledge of the entire team, plus the insight of who is asking, and the context of the situation, have the ability to wow a customer. Forcing agents, or customers, to research a solution that has previously been researched, wastes their time and delays the solution. Making a customer explain the context of the issue multiple times, causes frustration, not satisfaction.
These issues, and many more, are addressed with Knowledge-Infused CRM. Capture knowledge as it is created. Quickly make that new knowledge available to everyone that needs it. Eliminate costly redundant research. Provide more correct answers faster, through your web self service site. Give customers a positive experience that increases their loyalty. Learn how to make all of this a reality.
Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support, is a white paper that will help you develop a vision and strategy for lowering your costs while increasing your level of service.