The world of knowledge management software has undergone some alterations in recent times with the ever-changing customer-facing side of business, including developments in social media and cloud computing. To shed some light on the more important challenges and risks knowledge management software providers face in today’s competitive environment, Consona (News - Alert) has issued a white paper titled  “The Knowledge Experience: How and Why to Make Knowledge Management Easier.”

As a leader in the customer relationship management (CRM), and enterprise resource planning (ERP) software, Consona provides the white paper to help business decision makers consider how best to take advantage of their knowledge management tools at their disposals. The paper explores how customer-facing support staff can best use knowledge management software to assist customers, and boost self-service levels.

Consona notes that with higher self-service rates, the better the customer experience, and knowledge management software is designed to improve both strategies. Focusing on the “overall knowledge experience,” Consona promotes practices such as “knowledge-centered support” (KCS). 

Tim Hines, CRM vice president of product management for Consona, stated, “At Consona, our philosophy has always been about creating value for customers, not creating features. While our scientists and engineers are second to none, our real differentiator comes from understanding our customers’ businesses and best practices like KCS.”

Discussing three “knowledge experience moments of truth,” Consona details the necessity of making users understand how useful their knowledge management software is. When users begin to rely on the system, the management features can put best customer practices into effect more thoroughly.

Hines continued, “We create technology that gives our customers precisely what they need to successfully implement best practice. In the case of knowledge management, the most urgent need our customers have expressed is not new features, but an improved knowledge experience.”

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Chris DiMarco