Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy Report, 70% of consumers surveyed now expect a company website to include a self-service application.
In the most recent American Express Customer Service Barometer, 99% of consumers say that getting a satisfactory answer or being connected to someone knowledgeable are important prerequisites to a great customer service experience. But while customers are expecting more, many brands and organizations are struggling with providing the knowledge agents and employees need to consistently deliver the right answers at the right time across all major service and engagement channels.
This infographic presents a snapshot view of the current state of knowledge delivery when it comes to customer service, showing that we should never be content with our customer service content:
Watch the Webinars: Get More Information,
Best Practices on Knowledge for Customer Service
Interested in learning more about the importance of knowledge for improving customer service across channels? Watch the recorded webinar Connecting with Customers Across Channels featuring insights and best practices from Nucleus Research VP Rebecca Wettemann, Microsoft GM for Service Engagement Bill Patterson and Chobani Strategic Solution Manager Mary Mercury.
Or, learn about on the impact of knowledge management for multichannel customer service in our UK team-led webinar featuring ThinkJar Principal and Founder Esteban Kolsky, Ask.com Global Customer Care Manager Eric McKirdy and Microsoft’s Bill Patterson. Click here to listen to this webinar.