- Customer Service Knowledge Management (CSKM) solutions get the right information to the right person at the right time.
- Ensuring support of social and collaboration features is the key to implementation success.
- Info-Tech evaluated nine competitors in the Customer Service Knowledge Management market.
- Although this year Info-Tech saw an improvement in mobile capabilities, integration with social media ad collaboration support are still in many cases, unsatisfactory.
- Although most vendors offer share to social and the option of embedding knowledge into social media pages, social listening is not yet a market staple. Social collaboration will continue to be a battlefield for CSKM vendors as well.
Impact and Result
- Shortlisting top CSKM vendors and their products should be based on your requirements for newer trends such as social and collaboration.
- In particular, organizations should realize that social listening for will likely require third-party listening and response tools for 1-2 more years.
- Save time and money by using Info-Tech’s Vendor Landscape to compare and contrast the major CSKM vendors, and then create a shortlist of the most appropriate vendors.
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