February 2, 2009
Build a Knowledge Base You Can Be Proud Of
Let's face it. People are busy.
Many customers nowadays prefer to hunt down the best solution for themselves. Some don't actually want to speak to a customer service agent on the phone. Nor do they want to wait days on end for an email response.
The logic here is simple. Your customers are thinking that by the time they locate your phone number, place a call, navigate through your interactive voice response system and wait on hold to finally reach an agent for customer service they can just as quickly "Google" the right answer. In fact, they may be right.
What's the challenge? How do business managers make sure that the right tools are available and confidently provide valuable solutions that will meet the needs of our customers on their terms?
Let's explore three web-based tools that will position your company to do just that.
