CustomerService. Always important - -now more important than ever.

Good case management practices are half the battle, the other half is having a great knowledge management process and system.

“Customers simply want an accurate, relevant, and complete answer to their question upon first contact, so they can get back to what they were doing before the issue arose.”

Kate Leggett, Forrester

Getting your knowledge in order needs to be a priority. It benefits the customer: One Gartner study showed a 12% increase in customer satisfaction after a Knowledge Management engagement.

But also has serious payoffs for your customer service team:• 35% reduction in the

time that it takes to train a new customer support representative

• 25% headcount shift away from low-value calls due to self-service knowledge search

• 40% reduction in talk time in a support center

Once you have your knowledge managed, what’s next for customer service?

a. Call Centers are becoming a personal experience

b. Mobile apps are becoming customer support channels

New technologies will be needed to meet expectations, like:

Customer Communities

Face-to-Face video chat

Seamless support

with social media

The Internet-of-Things will change the landscape of Customer Service - get ready for it.

Please contact us today to get started!

760 Market Street11th FloorSan Francisco, CA 94102

Tel: (415) 663-4433Tel: (888) 680-SaaS (7227)www.appirio.com/salesforce