Linking Self-Service to your Knowledge Base Today, more and more customers expect self service options, and an effective knowledge management system can empower this. This is why it's important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options. By doing this, you can reap the following benefits: Your customers [...]
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So far Jenine Kent has created 9 blog entries.
Overcoming Knowledge Management Challenges Knowledge management (KM) should be the hub of an organization. We understand that without an effective knowledge base, employees would struggle to address many complex situations which arise during customer service. A business's core knowledge base is one of their most invaluable assets, yet still, we meet so many clients who have overlooked important metrics to understand its effectiveness. Take for example one of our clients who asked us to do an evaluation on their KM system. As [...]