According to Gartner, “the rapid creation and retrieval of relevant content and knowledge is critical to improving the overall customer experience". However, organisations face challenges in getting it done.
- It is still time-consuming for customers to find helpful and relevant information
- Organisations design customer portals without considering what information customers need and how they search for that information
- Multiple knowledge tools create solutions islands and information silos
Want to know the seven best practices that Gartner prescribes so you can deliver great customer service, powered by knowledge? Read the research now!