Knowledgebase

5 Web Self Service Myths
5 Web Self Service Myths

1. Customers only use web self service as a last resort if they can’t find your phone number. Actually, customers don’t want to call you. Behavior has shifted so that more people prefer to use self-service than calling an 800 number for support. According to Forrester...

Moxie Knowledge Base Tips
Ensure Your Knowledge Base Helps Customers

Providing customers with a knowledge base should be a given, but another essential aspect is ensuring it effectively assists with their needs. Companies that haven’t reviewed the content of their knowledge base recently (or at all) could potentially lose customers simply due to inadequate or...

Changing eCommerce Landscape
Remain Competitive in a Changing Retail Landscape
Consumers’ shopping expectations, preferences, and behaviors continue to evolve due to new mobile technologies which make price and product information highly accessible. Consumers are more informed, more connected, and more demanding when they shop online.
Embrace Mobile’s Seismic Shift of Omnichannel Strategy
The E-commerce paradigm has undergone a significant shift, with the proliferation of shopping channels creating a more diffuse shopping experience. Mobile capabilities are at the center of this diffusion—their ubiquity creates new opportunities for online retailers to engage consumers. Mobile is a formidable channel, posting a year-over-year growth rate of approximately 50% compared to 10% growth for desktop-based e-commerce.
The Resurgence of Knowledge Management: Recent Discussions at Industry Events
We are participating this week at the KMWorld 2013 conference and joined last week Constellation’s Connected Enterprise summit. At both events, we discussed how organizations are seeking better access to knowledge to improve the decision-making process and speed innovation. While these events have different focuses, parallel discussions explored two interconnected trends:
  • The resurgence of knowledge management; and
  • The continued growth in the number of multi-channel consumers.
Knowledge Management Nirvana
Is Knowledge Management Making a Come Back?
As enterprises become more collaborative and thrive to better connect their internal (employees) and external (partners and customers) worlds, a well-established technology is back in the spotlight — Knowledge Management. With so many hot technologies in the marketplace ranging from cloud to social to mobile, why should companies pay attention to Knowledge Management tools? It is so 1990’s, right?Well, the answer is not really. A report published this year by ThinkJar cleverly noted that Knowledge Management in “early 2000s re-emerged in one critical area: customer service.”  However, any organization staffed by knowledge workers understands that knowledge is produced and used across all processes and functions.
Social Enterprise Workflow
Don’t Miss the Opportunity to Connect with the Knowledge “Out There.”
In a world dominated by all things social, companies are faced with the challenge of becoming a social enterprise. Many are embracing the social opportunity, but others might give up competitive ground, or worse watch customer base and margins shrink at increasing rates because consumers prefer to do business with companies that engage and are transparent.There are many facets to the social enterprise, and some are easier to execute than others. Monitoring the twittersphere is not all that difficult. And really, are there any serious companies that do not have Facebook pages? These things are relatively easy to do.
Drive your CRM plan
Five Questions that Should Drive Your CRM Plan (and More)!
Forrester has recently released the findings of its study – “Navigate the Future of CRM,” which discusses key steps for a successful CRM implementation.The data is comprehensive, but there are a couple of complementary points that I would like to emphasize for those who contribute and drive CRM strategies in their organizations:
  • As you build out your CRM plan, consider the customer experience (this sounds very basic, right? You will be surprised how many organizations completely miss this point). Look beyond the tactical execution, and consider the quality of interaction from a customer and an employee’s perspective. These interactions include from self-service to live assisted service, supporting preferred channel(s) for your customers. Consider getting the quality interaction tools to across multiple communication channels.
  • Keep in mind that a key ingredient to delivering a high-quality customer experience is the ability to provide good information. Often, the information is found in a myriad of systems. By enabling simple, lightweight integrations that automate workflow for employees, companies will allow customer service representatives to provide quality interactions with their customers by accessing current information about them.
  • Also, take into account that employees require the right tools to provide great customer support. CRM tools are often not something an employee uses in their everyday work process. To get the true voice of the customer, ensure that the all employees have tools to provide customer-focused details. By giving the frontline customer service simple access to the experts inside an organization, it drives them additional resources to answer the customers’ requests accurately and timely.