Your customers want to help themselves. Research not only shows this is true, but that the trend is growing. This is why it is so important to invest in a quality knowledge base program. However masterful your support team is, it’s always rewarding if a customer can figure it out on their own — so you should make that an option. With new standards, products and techniques, Knowledge Management has gained a reputation as a large scale project, that is difficult to succeed. This is simply not true. In this session, you will learn 2 key principles you can implement tomorrow to make a successful knowledge program. You will also learn how to measure success and promote the KB both internal to your organization and externally to your customers. Distilled from the Knowledge Centered Support (KCS) model of Knowledge Management, we’ll cut through the clutter and get you off and running faster by embedding KB content into your process and engaging with your team to post the right content, in the right format, at the right time. Customers want to learn on their own, and be successful, so why not help them thrive today!
