A recommendation from a successful customer care center for how to use knowledge to improve customer experience and satisfaction
Delivering high-quality customer service and support is often a challenge when your products are complex and when there are ongoing changes in the general environment. With ComAround Knowledge™ the Customer Care Center at Volvo Car Sweden has improved customer experience and satisfaction, by speeding up the provision of answers to customers, and always has access to the latest, most accurate information and knowledge.
Read moreAn interview with the Customer Care Center at Volvo Cars about their successful Knowledge Management initiative
The Customer Care Center at Volvo Car Sweden has been working with ComAround for three years to improve customer experience and satisfaction through successful Knowledge Management initiative. Volvo Cars is a well-recognized car brand with a long history of building premium cars with a focus on safety and innovation. Volvo Cars continues to grow faster than any other car manufacturer in Europe, China or the United States. ComAround have interviewed Niklas Byvik, Communication and Education Manager at the Customer Care Center at Volvo Car Sweden. Read more
How to benefit from KCS functionality by integrating a KCS v6 Verified tool into your ITSM suite in just a few days
More and more enterprise organizations are starting to practice the Knowledge-Centered Service (KCS) knowledge methodology. This methodology is without doubt best applied with the support of a tool that is KCS Verified and which supports all eight processes in the solve-and-evolve cycle. However, there are only a small number of software vendors and tools – including ComAround Knowledge™ – that fully support this process.
How to increase knowledge base searchability
To succeed with self service, the knowledge base needs good searchability and to generate relevant hits. In ComAround Knowledge™ it is the search bar, which is based on the powerful search engine Microsoft Azure Search, that technically enables the search itself. The searchability of the content is largely determined by structure and wording, and this is where you and your colleagues can make a difference. In this article you will get several handy tips!
Great focus on Knowledge at Fusion 15 in New Orleans
ComAround was recently a vendor sponsor of the Fusion 15 Conference & Expo in New Orleans. The discussions have definitely changed since last year’s conference, with an increased focus on knowledge. Many of the attendees we spoke with had great interest in learning how to effectively leverage their existing knowledge base.
Cherwell – integration that’s making a difference
As a partner of Cherwell, ComAround was a platinum sponsor at the third annual Cherwell Global Conference in Colorado Springs on September 1-4. The many interesting discussions we had with the attendees demonstrated that there is a great need for accurate and relevant knowledge base content within support organizations today.
Self Service isn’t “nice to have”, it is an expectation
At the HDI 2015 Conference & Expo in Las Vegas, we experience, both from participants and the conference program in general, that there is a heavy focus on knowledge, KCS, integrations and beyond IT (HR, Marketing, Finance and so on.).
