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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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Customer Self-Service: A KMS can go beyond the contact center to power customer self-service options like website FAQs, mobile apps, chatbots, and customer portals. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.
For example, AI-powered chatbots or virtual assistants offer personalized suggestions based on previous interactions, leading to higher satisfaction and loyalty. To learn more about AI-powered chatbots and virtual assistants, check out our previous article here.
But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. All of this impacts the customer experience, resulting in better firstcallresolution, CSATs, and Net Promoter Scores.
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