Traditional Search – Not Enough for Agents?
Posted by Ryan Poissant on August 3, 2010 · Leave a Comment
We’ve been pouring over the recent Forrester report (The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010, July 19) which talks to the evolving trends in the service and support landscape, and noticed their comment on KM tools. Specifically search tool requirements for agents, “… robust KM is the only avenue to effectively and efficiently answer the exponentially increasing range of customer inquiries about products, services, entitlements, transactions, and policies.”
The really interesting part is their advocacy of tools beyond traditional query capabilities, “…combined with FAQ-guided, structured resolution and decision tree/inquiry resolution processes.”
Turns out we are hard at work producing a white paper about the exact same thing…
Tags: customer support, knowledge base
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