Analyst Reports, Customer Service

Deliver Great Customer Service Via Relevant Content and Knowledge

7 Best Practices to Retrieve Relevant Content for Customers

According to Gartner, “A customer service representative spends, on average, 20% of his or her time understanding questions, searching for correct information and responding to the customer. While employees struggle to target answers to questions, customers face the same challenge.”

Make it easy for employees and customers to find what they need. Time-consuming search on customer portals frustrates customers and misses a key opportunity to improve their experience. Research from Gartner outlines how to improve customer experience by delivering relevant, timely content in their moment of need.

“Organizations often design customer portals without considering what information customers require and how they search for that information.”

What You’ll Learn

  • The seven best practices for delivering knowledge and content to customers
  • Why companies should consolidate agent-facing and customer-facing knowledge bases
  • How companies can lower knowledge management application costs

Delivering Relevant Content and Knowledge is Key to Great Customer Service, Drew Kraus, Olive Huang, Gene Phifer, Jim Davies, Mick MacComascaigh, Brian Manusama, Irina Guseva, December 5, 2019. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

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