Vendor Landscape Plus: Customer Service Knowledge Management Platforms

Provide agents and customers with solutions, not search engines.

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SEM Knowledge Management

Customer Spaces

Knowledge Platform

Consona KM

Endeca InFront

eGain KnowledgeAgent

What is a Value Score?

The Value Score indexes each vendor’s product offering and business strength relative to their price point. It does not indicate vendor ranking.

Vendors that score high offer more bang for the buck (e.g. features, usability, stability, etc.) than the average vendor, while the inverse is true for those that score lower.

Price-conscious enterprises may wish to give the Value Score more consideration than those who are more focused on specific vendor/product attributes.

Weight: You can adjust the weight to what is more important to you.

Progress Bars:
When both vendor and product weightings are equal to exactly 100%, your custom shortlist will be generated.

View our vendor methodology

Vendor

Product

Viability

Vendor is profitable, knowledgeable, and will be around for the long-term.

Strategy

Vendor is committed to the space and has a future product and portfolio roadmap.

Reach

Vendor offers global coverage and is able to sell and provide post-sales support.

Channel

Vendor channel strategy is appropriate and the channels themselves are strong.

Total

You are currently over the vendor limit, please adjust your weightings to equal exactly 100%.

Features

The solution provides basic and advanced feature/functionality.

Usability

The solutions dashboard and reporting tool are intuitive and easy to use.

Affordability

The five year TCO of the solution is economical.

Architecture

The delivery method of the solution aligns with what is expected within the space.

Total

You are currently over the product limit, please adjust your weightings to equal exactly 100%.

What matters more, the vendor score or the product score? As you weigh the importance, we will generate the vendor shortlist to match your needs.

Weight

KANA

SEM Knowledge Management
Vendor: Product:

Moxie Software

Customer Spaces
Vendor: Product:

InQuira

Knowledge Platform
Vendor: Product:

Consona

Consona KM
Vendor: Product:

Endeca

Endeca InFront
Vendor: Product:

eGain

eGain KnowledgeAgent
Vendor: Product:

View Vendor Shortlist

What is a shortlist?
A shortlist is a personalized list of vendors based on the criteria above.

Your shortlist offers more information about vendor's strengths, weaknesses, price-points, etc, and ranks them according to your needs.

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Your Challenge

Frequently Asked Question (FAQ) lists and Website search is sufficient for most simple customer service scenarios. But organizations with complex product portfolios and high volumes of service inquiries need knowledge tools optimized for multi-channel customer service.
Failing to provide consistent solutions to customers’ problems across all service channels lowers customer satisfaction, reduces customer retention rates and creates redundant service efforts.
Effective customer service requires knowledge platform services that support customer-facing self-service tools, agent-facing assisted service tools and support product specialists in the creation and maintenance of service content.

Our Advice

Critical Insight

Search engines alone are inappropriate for Tier 1 customer service agents. Tier 1 agents are process workers, not knowledge workers, who need to locate solutions quickly and not spend time doing unfocused research.
Most CRM systems come with some service knowledge tools, but these rarely scale up to support complex service scenarios.
Customer Service Knowledge Management (CSKM) is a discipline which requires dedication of full time knowledge managers to create, maintain and structure service knowledgebases, bridging the gap between product specialists, service agents and customers.

Impact and Result

Understand the features and business benefits of using a dedicated customer service knowledge management (CSKM) platform, and determine functional requirements based on organizational needs to focus product evaluation on the right things.
Plan for and select a CSKM platform that supports your product portfolio, customer segments and service interaction channel mix.
Use Info-Tech's Vendor Landscape to compare the major CSKM platforms available and prepare a vendor shortlist to save time and money in the selection process.
Use Info-Tech's CSKM platform RFP template and demo script to prepare solid requirements for vendor finalists and select the right product.

Get to Action

Assess the need for a CSKM platform and narrow down a list of CSKM vendors
Create a strong list of vendor candidates.
- Vendor Landscape Plus Storyboard: Customer Service Knowledge Management
- Customer Service Knowledge Management Platform Opportunity Assessment Tool
Compare leading vendors and develop a shortlist
Narrow the leading vendors down to the most appropriate few.
- Customer Service Knowledge Management Platform Vendor Shortlist Tool
Contrast and evaluate a shortlist of vendors
Select the right CSKM platform vendor.
Implement a CSKM platform
Deploy the platform, and build an effective knowledge repository.
- Customer Service Knowledge Manager

Design a Customer Service Strategy that Serves the Social Customer

Drive customer satisfaction & retention with social channels.

Vendor Landscape Plus: Customer Service Management Platforms

Select the right software to resolve customer service inquiries from start to finish.

Implement a Collaboration Platform

Implementation doesn't end with platform deployment: build ongoing collaboration solutions.

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