White Paper | The Top Three Myths of Knowledge Management for Customer Service

For years now, the Knowledge Management industry has been laboring under the misguided notion that when it comes to customer and self-service, content (often in the form of documents) is king. The more you have, (and the more efficiently you can index what you have by keyword), the better.

This rather insular notion is at the heart of why KM is hurting the customer experience for many organizations. The bottom line is that Customer Relationship Management (CRM), Content Management (CMS & ECM) and intelligent search solutions all get a failing grade when evaluated against today’s customer and eService challenges.

As a result, many corporate efforts designed to enhance self and e-Service options often fail the very people they were designed to help: the end customers.

In this white paper, we examine why KM is hurting your customers, and what you can do about it.  The following top three myths of knowledge management as they relate to customer service are challenged:

Myth #1: The "Value" of Existing Content
Myth #2: Content can be Applied Readily to Growing Channels
Myth #3: Search is the Best Way to Connect Customers to Answers