Forrester: Knowledge Management Solutions For Customer Service, Q3 2020
Forrester's Overview Of 22 Knowledge Management Providers
Knowledge management (KM) solutions enable companies to provide timely answers to customer questions, empower customers to self-serve from an existing knowledge base, and allow internal teams to leverage the collective intelligence needed to do their best work.
But, how do you know which KM platform is best suited to your specific knowledge management and customer service needs?
Learn how to navigate the KM landscape for your customer service department or the entire organization. This report provides an overview of the top 22 knowledge management providers and their primary functionality segments.
Included in this report:
- How to improve effective engagement with knowledge management
- Why it's important to select vendors based on size and functionality
- Why success Is heavily dependent on strategy, process, and technology