Customer expectations are changing in every industry. Today’s digitally savvy customer wants personalized self-service when and where they need it and a knowledgeable, human touch when they can’t resolve issues for themselves. As the nature of customer service continues to evolve, so must the approaches that organizations use to capture and share knowledge.
According to the Technology Services Industry Association (TSIA), customers prefer a self-service approach, with web self-service being the most cost-effective channel for business. The TSIA also reports that the top spending priorities among its members over the next two years are self-service portals and knowledge management – both of which are closely related and necessary to make self-service work. This move to enable customers to address their own needs more independently has created new requirements for capturing and delivering relevant knowledge in real time, everywhere, for every customer.
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