Organizations around the world face market pressures that make providing excellent customer service a necessity. The ability to quickly and accurately address customer issues is a prerequisite for ensuring customer satisfaction and retention. To effectively and efficiently resolve customer issues, companies must leverage the organizational knowledge they gathered practicing customer service. The stewardship – capture, retention, categorization and dissemination – of such information is known as Customer Service Knowledge Management (CSKM).
In essence, CSKM is about getting the right information to the right person at the right time. A stand-alone CSKM platform can remedy many of these concerns by providing a unified knowledge base, and advanced search and resolution workflow capabilities.
Register below to download The Power of Customer Service Knowledge Management (CSKM) to learn how to empower your CSKM platform.