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-Attivio -Why Knowledge Management is Crucial for Excellent Customer Support

Dec 05, 2018 - ENP Newswire

The bane of any customer support experience is the absence of knowledge.

Whether the inquiring customer doesn't quite know how to phrase their question or the customer support agent doesn't immediately know the answer (or isn't aware the customer inquiry has already been answered) not knowing costs an organization time and money. Forrester has found that, in support scenarios, customers most value companies that respect their time, and companies that can't effectively support customers sta...