Exceptional Knowledge Management

by Wade Pfeiffer | December 15, 2009

Last Thursday, Social CRM expert Paul Greenberg and our VP of Products Nikhil Govindaraj presented an informative webinar on a timely topic—Service in the Time of the Social Customer. Thanks to Paul’s authoritative and trusted insight, the webinar was a hit with over 500 registrants, many of them from Fortune500 companies! If you attended, you gained insight on how to use your contact center to monitor social media channels, leverage social technologies to interact with your customers, and how to measure results.

Among the statistics shared by Paul, this was one that I feel every contact center shouldn’t ignore:

According to Forrester, 62% of customers dislike talking with companies because the knowledge management experience is “average to worse.”

Wow! Just think of how many customers can be satisfied—and even be converted into promoters—by improving knowledge management. Like Paul touched on, not only is it important to provide your customer with an answer, but it’s EXPECTED that you will provide a great experience at every touch point.

So what does it mean to provide an ‘exceptional knowledge management experience’?

1) First and foremost, customers should have easy access to comprehensive solutions to their pressing questions at any time of the day or night—and by their customer service channel of choice.

2) Whether customer- or agent-facing, the knowledge base and wikis provide accurate answers quickly, reducing time-to-resolution, improving consistency and thereby improving customer action.

3) Often, customers are provided solutions before they even ask as the company is listening, refining, and co-creating answers—enabling the company to anticipate customers’ needs.

4) First contact resolution rates are significantly improved.

5) Customers are able to easily turn to other customers for support. As Paul said, 90% of consumers trust their peers.

When implemented, these concepts can put you on the road to a blissful customer experience. nGenera CIM is making it easier by offering not only the technology you need today, but the best practices and expertise needed to effectively deliver the experience you envision for your customers. I’m excited to remind you that we are releasing CIM 9.0 in Q1 2010, further expanding our suite of products and allowing your contact center to listen to your customers and provide community interactions. Listening to social conversations helps you get acquainted with online consumers by monitoring and responding to their perceptions about your brand and competitors. Community spaces such as forums and wikis are provided so your customers can become agents and consult one another.

You can read more about this comprehensive offering on our site, and keep your eyes open for more information in the coming months!

If you missed the live webcast please check out the recording available here.

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