This paper for high-tech customer service professionals explores the advantages of a truly knowledge-centered support initiative.
A vendor with a knowledgebase module for sale is telling you that they think knowledge is an extra, a side dish to the CRM main course.
Nothing could be further from the truth. Knowledge management must be the core of any successful customer service and support deployment, not an add-on module. Knowledge is power, but only when it is deeply integrated into the customer experience, the agent experience and the enabling technology.
This paper explores the astonishing power of knowledge to support every customer service channel, speed problem resolution and drive a better customer experience for high-tech and telecom service and support operations.