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"The Insiders Guide to Empowering Customers with an Organic Knowledgebase"
by Doug Warner - RightNow Technologies
Effective customer service is all about delivering the answers customers are seeking. How information is stored, augmented and organized will determine how effective any organization's customer service efforts will be. The best knowledge base technology uses customers as the driving force behind the service organization and using customers to guide the content and structure of the knowledge base improves the level of service and decreases the customer service representative's workload.
This paper examines best industry practices related to collecting, organizing and publishing knowledge with the express goal of delivering superior customer service.
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