Customers' expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy Report, 70% of consumers surveyed now expect a company website to include a self-service application. In the most recent American Express Customer Service Barometer, 99% of consumers say that getting a satisfactory answer or being connected to someone knowledgeable are important prerequisites to a great customer service experience.
But while customers are expecting more, many brands and organizations are struggling with providing the knowledge agents and employees need to consistently deliver the right answers at the right time across all major service and engagement channels.
This infographic presents a snapshot view of the current state of knowledge delivery when it comes to customer service, showing that we should never be content with our customer service content:
Get More Information on Knowledge for Customer Service
Interested in learning more about the importance of knowledge for customer service? Download the white paper from analyst Esteban Kolsky, Justifying Knowledge Management in Customer Service, or to watch a pre-recorded webinar on the impact of knowledge management for customer service featuring ThinkJar Founder and Principal Esteban Kolsky, Ask.com Global Customer Care Manager Eric McKirdy and General Manager of Service Engagement from Microsoft Bill Patterson, click here.