Customer Experience Strategies
Establish a knowledge foundation
Establishing a knowledge foundation is one of RightNow’s 8 steps to great customer experiences.
Customers Want Complete, Accurate, And Relevant Answers
Knowledge is at the core of every positive customer experience. When a customer interacts with your organization, there is an exchange of knowledge. That knowledge should be available and leveraged for future interactions—if not, you can’t provide a good experience next time that customer calls, emails, or chats with an agent, and you can’t use the knowledge, within your knowledge base management system, to help other customers.
Infuse Business Knowledge To Drive Positive, Profitable Interactions
A good knowledge base management system is self-learning, and provides a complete set of customer information that is delivered across the frontlines of your business so everyone who needs to can access it. To have a positive impact on the customer experience, the knowledge base must be broad enough to answer any customer question – regardless of channel or department. So the knowledge base needs to include more than just customer information. The knowledge base should also include information about products and services, marketing campaigns and offers, company knowledge such as return policies, and more.
Anticipate Customer Needs And Questions With A Knowledge Base Management System
You don’t have to commit to a huge knowledge collection project to do this with a knowledge base management system. You can start small today and build your content over time. The key is to find out what your customers want and need, and expand the content to match.
George Scotto, RightNow client Sony Online Entertainment VP of Customer Service & Quality Assurance at Sony Online Entertainment says “RightNow is a great tool for delivering knowledge at the point of action—whether a customer is looking for information about a game or an agent is looking for information about a customer. So we’ve been able to continuously improve both the quality of our customer experience and the cost-efficiency with which we deliver that experience.”
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Related Information
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