A Guide to KM Software for Customer Service and Support

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Done right, knowledge management can help customer service and support staff deliver faster, more consistent, more satisfying answers. It can empower customers to resolve their own issues, cost-effectively, through self-service. And it can provide the voice of the customer (VoC) insights needed to improve products, services and loyalty.

Yet for all the benefits, the software category is marked by confusion. Many solutions purport to be "KM" and the term means many different things to different people.

This paper clarifies some of the many product categories that are called "knowledge management" and helps business buyers identify which might be right for them.