The Big Miss
Why so many of your customers are going unhelped
(and how knowledge management can help).
What happens when your customers go looking for you but can’t find you?
The data speaks for itself: most customers prefer to self-serve rather than contact you, whether that’s to buy your products or ask you for help in fixing them. The question is, what are you doing to meet this growing demand?
What the vast majority of companies are finding is that focusing on the agent experience just isn’t enough. Instead, organizations need to find ways to start where customers start—to deliver valuable product knowledge that helps customers self-solve long before calling support becomes necessary.
Enter knowledge management.
Your customer’s journey doesn’t start with your agents, so why should your knowledge management strategy?
Join Lori Bocklund, President of Strategic Contact, and Tim Passios, VP of Marketing at MindTouch, for a 45-minute webinar, where you’ll learn:
What you’ll learn
The power of an outside-in approach
Practical tips for leveraging knowledge management
Expected outcomes for organizations that elevate self-service
Watch now
Featured speakers
Lori Bocklund
President
Strategic Contact
