Customer pain is overwhelmingly about not finding that one right answer
What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
Customer Service Agents don’t know the answer
Different Customer Service Agent give different answers
Can’t find answers on website
The Rapid creation and retrieval of relevant content and knowledge is critical to improving the overall customer experience
Delivering Relevant Content and Knowledge to Customers is Key to Great Customer Service.
Assured customer service and agent confidence with the single right answer to customer questions
Rich functionality out of the box for quick business value—say goodbye to multi-year development, customization, and integration projects with toolkits
Easy governance, insights, and optimization
Customer Success at Scale
BT transformed their customer service operation across thousands of contact center agents and hundreds of stores with eGain Knowledge Hub.
Analyst overview of the Knowledge Management landscape
Download the Gartner Market Guide for Customer Service Knowledge Management Systems, Sep 2022
GARTNER® MARKET GUIDE