When managed properly, knowledge works to surface fast answers to your customers’ needs. Knowledge supports the customer journey at every touchpoint, from research and purchase to support and advocacy.

Today, when a customer need arises, or they are looking for information, they’ll most likely turn to Google first—whether to identify the actual issue, troubleshoot, or make an informed decision. When your website article answers their question, or it appears as the top search result, and they can easily resolve their issue without additional help, that’s knowledge at work. The article is a part of your knowledge base (KB). You putting it there is called knowledge management (KM), which is a crucial element of outstanding CX.

Download this ebook to see how CXone Expert can automate your knowledge management to deliver agents and customers faster and better support.