1 minute read
By Nancy Porte
Posted in Customer Engagement
We can all agree that keeping customers satisfied and loyal is becoming more complex than ever. The pace of information generation is well beyond anything we could have imagined a few short years ago.
Wouldn’t it be great if you could give a proverbial “passport” to every piece of content that’s being generated? That way your customer service agents wouldn’t have to search through old databases and outdated Word documents trying to find what they need to serve customers.
Good news. Implementing a modernized knowledge base is like granting a passport to every new piece of content that comes your way—free to travel wherever it likes. (Bon voyage!) After all, the last thing you want is to maintain separate knowledge bases for every channel, creating more silos in an age when successful organizations are knocking them down.
In my latest blog for Customer Think, I share some thoughts on how AI-infused knowledge management tools help support a great customer experience (and very likely, happier employees).
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