Integrated Knowledge Management Is Essential for Supporting Converged Customer Experience
The road to converting customers to use self-service on the Web or their mobile devices has been slow. While most brands recognize the need for self-service, they fail to address the underlying causes for lack of adoption. With newer channels growing at a rapid pace, it is essential for customer service departments to evaluate how to best manage customers in a multi-channel environment and offer solutions that blend assisted with self-service seamlessly. To do this requires adopting a robust knowledge management (KM) solution that provides strong search capabilities, integrates fully across all channels and provides accurate responses. Brands can build their own best-of-breed solutions or consider pre- packaged, fully integrated customer service KM solutions from top-tier solution providers listed in this report.
