Author: Eric Wilson

Customers today are used to self-service experiences and expect instant answers to almost all queries. Some customers do their research before contacting you, others are less prepared but still expect quick, accurate answers to their questions – and with the resources from digital channels available, it’s expected that you should be able to provide just that. By leveraging Knowledge Management (KM), organisations can respond proactively to customer queries, provide timely answers and solve complex problems. KM makes it easier for the customer to access information and for employees to respond, reducing the effort and time usually taken up with phone…