Whether you’ve been in business for fifty years or five, you must have a support team to look after customer issues — no matter how big or tiny they may be. The customer support function has fought its way to become one of the biggest differentiators, leaving behind price, brand name, and many other aspects. A majority of support teams still operate on a case-first model, where support managers spend the better part of their day curbing escalations and SLA breaches. This is a reactive way of dealing with product or service kinks and doesn’t provide the best possible customer experience.
Even worse? Agents end up duplicating efforts for the same issues over and over again. Almost 60–90% of issues support agents receive are ones they’ve seen before.
From Case-First to Knowledge-First
That’s why forward-thinking companies are now adopting a knowledge-first approach to deal with recurring issues and create a sustainable support system. Knowledge-first in its
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