Complimentary Gartner Report
Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service

A customer service representative spends, on average, 20% of their 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.
| Gartner

7 Knowledge Management Best Practices That Drive Great Customer Service

Each year, organizations invest billions in user experience solutions. Yet, despite their inherent value, many such programs fail to deliver the results companies want. Instead of navigating complex processes and knowledge channels with ease, customers find themselves struggling to locate the relevant information and useful guidance they need.

Per Gartner, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.”

Speedy content creation and knowledge retrieval are too important to ignore. As customers become increasingly digitally savvy, there is an expectation that instant, easy access is the norm. To stay ahead of the growing demand for “need-it-now” information, Gartner has identified seven best practices companies should follow when developing their content and knowledge delivery systems:

  1. Outside-in Design Thinking
  2. Knowledge Base Consolidation
  3. Search Engine Optimization
  4. Guided Experience
  5. Intelligent Site and App Search
  6. Virtual Customer Assistants
  7. Content Contextualization

Enjoy complimentary access to the entire report. It is our commitment to make every experience a great experience.

Enjoy complimentary access to the entire report. It is our commitment to make every experience a great experience.

GARTNER, Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service, By Drew Kraus, Olive Huang, Gene Phifer, Jim Davies, Mick MacComascaigh, Brian Manusama, Irina Guseva, April 9, 2021.

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