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Justifying KnowledgeJustifying Knowledge Management in Customer Service
Management
In Customer Service 



Complimentary White Paper

Executive Summary

Knowledge is Power:
CRM Analyst Esteban Kolsky Builds the Business Case for Better KM

To attract and retain more customers, brands must provide fast and consistent product, service and support information across all major engagement channels including phone, email, website, live chat, social, mobile and more. Knowledge, used both internally and externally, is a key component for empowering employees and creating a solid foundation for a consistently satisfying customer experience. An investment in knowledge management for customer service is one that quickly pays off.

In this new white paper, noted CRM analyst and ThinkJar founder Esteban Kolsky not only outlines the benefits of knowledge management for customer service (as well as sales and marketing), but walks you through the five (5) steps of justifying a new or greater investment.

For any brand or organization looking to increase employee effectiveness and customer service resolution times, as well as deliver current and consistent answers, information and messaging across all major customer engagement channels, this white paper is a must-read.

Knowledge Management for Customer Service Pays Off In:

  • Greater Efficiency and Effectiveness
  • Higher Customer Satisfaction and Long-Term Loyalty
  • Increased Employee Engagement
  • Noted Deflection of Repetitive Questions on High-cost Channels
  • Greater Self-service Adoption and Success
  • and More...

Please fill out the form to access the full complimentary white paper.

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“A recent study from Fleishman-Hillard found that 89% of consumers go directly to business websites or turn to Google, Bing or another search engine to find information on products, services or businesses before any human to human interaction takes place, if it ever does.”

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