Organizations are focused on nding new ways to leverage customer experience as a competitive differentiator when attracting new customers and retaining existing ones. Customer service is one of the primary drivers for overall customer experience. As a result, service excellence has become central to organizations' business models. Yet many organizations fall short when it comes to service delivery. Increasingly large and complex product offerings and data distributed across global silos make it dif cult for agents and self-service channels to provide accurate answers to customer questions in a timely and consistent manner.

This white paper describes how knowledge management empowers organizations to deliver exceptional customer service. Not only does knowledge management deliver satisfactory answers to customer questions quickly and effortlessly through self-service channels, it also gives service agents the timely information they need to address more complicated issues. By employing knowledge management in their customer service operations, companies are achieving profound and measurable improvements in customer satisfaction, support workload and cost, agent effciency, training time and sales.