When it comes to service and support, customers don’t long for conversation. They want answers – fast. According to Parature’s 2014 State of Multichannel Customer Service Survey, customers rank the top two aspects of a satisfying customer service experience as:
- Getting my issue resolved quickly (41%)
- Getting my issue resolved in a single interaction (26%)
So, what is the key to delivering on the above? At the heart of every efficient and effective customer service resolution is the right knowledge. It is a simple foundation that, if developed and managed correctly, can be used both internally and externally – and distributed from a single source across almost every channel including phone, IVR, email, live chat, mobile, social, support portal and more.
Knowing How to Make Knowledge Work
The challenge for most brands is not the lack of knowledge, but rather the single-source management of, access to and delivery of consistent, correct knowledge in real time. Notes CRM analyst Esteban Kolsky in a new white paper, “not having access to the right information is the most critical time-waste of preparing any answer for a customer. If the information is not available quickly, it is nearly impossible to deliver against expectations.” Read More