Democratizing Knowledge for Customer Service Success

Date: Tuesday, November 4, 2014
Time: 2:00 PM ET (11 am PT, 1 pm CT)
Duration: 60 minutes

When it comes to service and support, customers don’t long for conversation. They want answers, fast.

According to Parature, from Microsoft’s 2014 State of Multichannel Customer Service Survey, customers rank the number one aspect of a satisfying customer service experience as getting their issue resolved quickly – and the key to delivering on this is knowledge. Notes CRM analyst Esteban Kolsky:

“Not having access to the right information is the most critical time-waste of preparing any answer for a customer. If the information is not available quickly, it is nearly impossible to deliver against expectations.”

In an upcoming November 4th webinar, ThinkJar Founder and Principal Esteban Kolsky will detail the importance and benefits of knowledge management for customer service. Senior Director Bill Patterson of Parature will also explore the critical role of knowledge in self-service and consistent engagement across channels including email, chat, the web, mobile and social.

Ask.com Global Customer Care Manager Eric McKirdy will also join the conversation to share the brand’s notable knowledge management for customer service success, along with proven best practices that have helped make McKirdy a customer service thought leader.

Don’t miss out on finding out if your brand’s a leader or a laggard in KM for customer service and what you can do to quickly improve your success. On November 4th, cast your vote for faster responses and greater customer satisfaction. Register for this complimentary webinar today!

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Esteban Kolsky
Founder and Principal, ThinkJar

Bill Patterson
Senior Director, Parature

Eric McKirdy
Global Customer Care Manager