Sign up to get full access to all our latest content, research, and network for everything customer contact.

A Guide to KM Software for Customer Service and Support

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

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.