As the products and services that businesses offer become increasingly complex, knowledge has become a crucial element for engaging prospective and current customers. The old adage of “knowledge is power,” finds a new meaning in this context, but as the recent Gartner report on the Knowledge Management vendor landscape points out, the power from knowledge is useless if you don’t know how to wield (manage) it.
Managing knowledge has become just as complex as the products, as the amount of ways to interact with consumers and users has exploded with the rise of the Internet and social media. Customer service has extended from simple call centers to online self-service, Twitter, Facebook, Youtube, review sites, live-chat, video support, and community forums, with mobile and desktop presentations for each instance. It can be an overwhelming task to capture, author, publish, and distribute knowledge consistently across all channels.
Gartner’s report is a timely evaluation of the vendors in the Knowledge Management space. MindTouch is delighted to be cited as a stand-alone knowledge management solution that can “feed into and integrate with any of the other forms of engagement” with a “deep competency specifically in the core challenge of KM.”
We believe wholeheartedly that the knowledge created by companies is the key to customer engagement. Content-driven customer engagement is how you create customer success throughout the entire customer journey (that’s a lot of “customers” in one sentence, but that’s how customer-focused we are!). The report focuses primarily on Customer Service and Support applications of knowledge management, and that’s one of the areas we are passionate about in helping companies to provide the best customer support experience. (Want proof? Check out our on-demand webinar on how to build your customer success team and grow your business!)
You can learn more about the Knowledge Management landscape, along with best practices and useful recommendations by accessing Gartner’s report, “Understanding the Knowledge Management Landscape for CRM Customer Service.”