Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service


Archived Published: 09 May 2017 ID: G00323409

Analyst(s): | | | | | |

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Summary

The rapid creation and retrieval of relevant content and knowledge are critical to reduce customer effort and improve the overall customer experience. Application leaders should follow these seven best practices to drive improvement in content and knowledge delivery for their customers.

Table of Contents

  • Introduction
  • Analysis
    • Implement "Outside In" Design Thinking With the User Experience Design Team
    • Consolidate Customer-Facing and Agent-Facing Knowledge Bases
    • Expose Corporate and Community-Generated Knowledge to Internet Search Engines
    • Introduce a Guided Servicing Experience and Make the Process Visible to Both Service Agents and Customers
    • Enhance Site and App Search, Semantic Analytics and Natural Language Processing Capabilities
    • Use Virtual Customer Assistants to Create the Opportunity for New Types of "Conversational" Engagement When Customers Search for Information
    • Contextualize Experiences With Targeted, Relevant Content, and Ensure Continuity — Not Just Consistency — Across All Channels of Interaction
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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