INFOGRAPHIC: 2016 State of Knowledge for Customer Service

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% 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, with new information from Microsoft’s 2016 Knowledge Management in Customer Service Report.


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Management in Customer Service Report

With 89% of companies planning to compete on the basis of customer experience this year, the key that will separate leaders from laggards is the quality, accessibility and consistency of knowledge – not just across customer service agents, but across the entire organization.

Want to know where your organization stands compared to others?

Check out the results of this important global survey with an accompanying report from industry analyst Esteban Kolsky who shares insights on how to get ahead in customer service through knowledge management, how to justify a greater investment, where to invest, key success metrics, as well as next- and best-step actions to become and remain a leader in this key area.