There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience. The challenge on both sides is that customer expectations have never been higher. According to Microsoft’s own Global State of Multichannel Customer Service Report, 59% of consumers have higher expectations for customer service today than they did just one year ago.
On the fence about investing in customer service? This infographic makes the business case for continued innovation and improvement:
Want More Knowledge? Get the 2016 Knowledge
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.