14% of customer issues are resolved using self-service. (Gartner)
60% of customers define "immediate" as 10 minutes or less when it comes to getting a response to a service question. (HubSpot Research)
68% of customers are frustrated with having to repeat themselves to multiple support representatives. (Dimensional Research)
Customers say they aren’t able to find self-service content relevant to their issues in 43% of cases. (Gartner)
50% of agents cannot efficiently resolve customer issues due to difficulty finding the necessary information, inadequate training, or disjointed systems. (Salesforce)
Organizations with strong knowledge management practices see a 15% increase in customer satisfaction scores. (Gartner)
A self-service knowledge base can deflect up to 50% of customer service inquiries. (AIIM)
Companies using AI-powered knowledge management tools report a 20-40% improvement in agent productivity. (McKinsey)
Are your employees, customers and partners struggling to find the knowledge they need to solve problems?
Do you have gaps in your customer support process documentation? Is it out of date or poorly organized? Are you looking for ways to leverage existing technology and introduce new AI-powered tools that customers can trust?
Do you want to reduce costs, improve contact center performance and increase customer satisfaction?
It’s no secret: Customers demand fast and efficient support. They hate long wait times and being transferred between agents. AI bots and self service can help, but only if your knowledge foundation is strong. And let’s face it: when questions get complex, customers want to speak to a human being.
When you empower your agents with the right tools to share and find knowledge, they’ll provide accurate and consistent support. This means happier customers and lower support costs.
An effective knowledge management operation improves performance, drives customer satisfaction and lowers costs.
Cognita Knowledge management can help you create a knowledge management solutions that will deliver MVP results. Click the button below to learn more.