When your customers or service and support agents encounter issues, they are looking for resolutions. But a resolution isn’t just answering a query by serving up pages upon pages of search results or simply locating a long manual that agents or customers have to sift through. Sometimes those answers aren’t good resolutions.
At Knova we define resolutions as the result of solving customer problems based on context and intent. Resolutions add value for customers by improving customer satisfaction, loyalty and perception while lowering costs.
Resolutions are good for everyone, and they only occur when the right combination of knowledge management (KM) tools and people are brought together for a common goal. KM isn’t the "set it and forget it" proposition made famous by those old late night television infomercials – it takes strategy and ongoing commitment. Most of all, it takes good people.
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