2015 State Of Knowledge For Customer Service [Infographic]

May 28, 2015

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy Report, 70 percent of consumers surveyed now expect a company website to include a self-service application.

In the most recent American Express Customer Service Barometer, 99 percent of consumers say that getting a satisfactory answer or being connected to someone knowledgeable are important prerequisites to a great customer service experience. But while customers are expecting more, many brands and organizations are struggling with providing the knowledge agents and employees need to consistently deliver the right answers at the right time across all major service and engagement channels.

This infographic presents a snapshot view of the current state of knowledge delivery when it comes to customer service, showing that we should never be content with our customer service content:


Interested in learning more about the importance of knowledge for improving customer service across channels? Click here to register for the 11am PT/2pm ET June 3, 2015 webinar Connecting with Customers Across Channels featuring insights and best practices from Nucleus Research VP Rebecca Wettemann, Microsoft GM for Service Engagement Bill Patterson, and Chobani Strategic Solution Manager Mary Mercury. (Those unable to attend the live event will receive the recording).

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