Enhance Knowledge with Personalized Advice
A great customer experience is the goal for any service organization. An important component to that success is a strong knowledge foundation leveraged across multiple channels for both customers and agents. Companies are looking for new ways to innovate and differentiate service in today’s market while public sector entities strive to innovate and improve citizen service.
Web customer service is now the channel of choice for customers and empowers them to solve a variety of requests quickly and easily. But, what happens when the customer isn’t able to solve every request using this channel? The customer becomes frustrated and calls the contact center. This drives up the cost to serve and decreases customer satisfaction.