Knowledge Bird’s report on the top 5 enterprise support platforms and their pros & cons
One of the most challenging aspects of bringing knowledge management into a contact centre or customer support environment is dealing with the dynamic nature of that knowledge. Information is often changing, and new knowledge is constantly being uncovered in conversations with customers and the people who are working to help solve their problems.
For knowledge management to succeed in these dynamic settings, searching, authoring and modifying activities must be so seamlessly integrated into the normal workflow of problem-solving that it doesn’t require context switching and laborious handle-time.
In this report, Knowledge Bird profiles the pros and cons of 5 knowledge-enabled enterprise support platforms, including Zendesk, Dixa + Elevio, Jira + Confluence, ServiceNow, and BMC Helix.
Header image source: Professional Images on Flickr, CC BY 2.0.