Story image

Knowledge management critical to deliver customer satisfaction – Frost & Sullivan report

27 Apr 17

In today’s technology-driven world, the power to make or break a brand is literally in the hands of the customer.

Increasingly, brand reputations are being established by ‘word of mouse’ via social media and other digital channels.

An exceptional customer experience is therefore crucial to establishing a powerful brand reputation.

A report released by Frost & Sullivan, in conjunction with Verint, highlights the need to prioritise the customer experience across all channels, from digital and face-to-face interactions, to enterprise Knowledge Management systems that can address complex customer queries.

The report indicates that over 82% of organisations regard customer service as a competitive differentiator.

However, many struggle to meet the rising customer demand for highly personalised, responsive and consistent interactions across all channels.

Knowledge management systems are a way of helping businesses deliver a more seamless customer experience and drive deeper customer engagement.

The report found that an Australian Government agency saw its customer satisfaction levels surge to 93% after implementing a centralised knowledge base.

One of the largest global insurance providers experienced a sharp 30% drop in customer complaints.

Verint APAC knowledge management expert Jason du Preez says that well-designed Knowledge Management systems can bridge the gap between customer expectations and an organisations’ ability to deliver on these expectations.

“This integrated, all-in-one solution allows businesses to create, organise, maintain and access knowledge, ensuring that the right information is delivered to the right person at the right time.”

“When frontline employees are highly engaged, they are empowered to solve the problem and add a ‘human touch’ to technical application,”he says.

FuturePeople CEO Linda Simonsen emphasises the importance of ‘people power’ in delivering an exceptional customer experience.

“Integrated technology solutions have enabled customer service to become more efficient, accessible and convenient for customers,” says Simonsen.

“By combining the right technology with emotionally fit employees, customer satisfaction can be enhanced, helping an organisation deliver on its brand promise.”

How blockchain will impact NZ’s economy
Distributed ledgers and blockchain are anticipated to provide a positive uplift to New Zealand’s economy.
25% of malicious emails still make it through to recipients
Popular email security programmes may fail to detect as much as 25% of all emails with malicious or dangerous attachments, a study from Mimecast says.
Human value must be put back in marketing - report
“Digital is now so widely adopted that its novelty has worn off. In their attempt to declutter, people are being more selective about which products and services they incorporate into their daily lives."
Wine firm uses AR to tell its story right on the bottle
A Central Otago wine company is using augmented reality (AR) and a ‘digital first’ strategy to change the way it builds its brand and engages with customers.
DigiCert conquers Google's distrust of Symantec certs
“This could have been an extremely disruptive event to online commerce," comments DigiCert CEO John Merrill. 
Protecting organisations against internal fraud
Most companies tend to take a basic approach that focuses on numbers and compliance, without much room for grey areas or negotiation.
Telesmart to deliver Cloud Calling for Microsoft Teams
The integration will allow Telesmart’s Cloud Calling for Microsoft Teams to natively enable external voice connectivity from within Teams collaborative workflow environment.
Jade Software & Ambit take chatbots to next level of AI
“Conversation Agents present a huge opportunity to increase customer and employee engagement in a cost-effective manner."