Two Core Factors To Consider When Building Customer Knowledge

by | Feb 23, 2014 | Automate Support


One of the biggest challenges most businesses face today is dealing with the question of how to develop their customers’ knowledge. Many of them lump the same content with the wrong belief things will work themselves out. In reality, building knowledgeable customers cannot be a one-fit all affair. Here are a few ideas to get you started.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Consider ages

If your business’ core focus is a diverse age group, you cannot deliver customer satisfaction using the same type of customer knowledge. First off, different customers demand information based on their various demographics. While younger generations may be in favor of peer-to-peer communication channels like social media, instant service channels and self service the older generations might do favorably with email, telephones, etc. You need to segment these unique customers and serve them knowledge at their respective levels.

Options to focus on

While it’s critical for your business to meet customers wherever they are, you also need to consider the fact that not all mediums of disbursing customer information work the same way. Only use options that are more likely to bring a return on investment to your business to be on the safe side.

We help businesses improve self service through the creation of rich troubleshooting guides for software and telecoms, creation of product installation guides, product bibles, etc. Learn how self-service through customer knowledge helps lower your customer service costs while improving efficiency.

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