KNOVA White Paper

Key Tenets of World-Class Search & Knowledge Management for Customer Service

KNOVA is architected to optimize search as an adaptive process, not a mechanical event. By focusing on search as an interactive experience, KNOVA is better able to deliver the right answer – either in the form of the right content or the right person. The #1 differentiator between industry leaders and industry laggards, as measured in a 2005 study by the Columbia School of Business, is a passionate focus on the consumer experience. Search is a fundamental bridge between the enterprise and its stake-holders, and the quality of the search experience is a core driver of experiential perceptions. Delivering a powerful search experience builds a brand perceived as responsive, empathetic and knowledgeable. As the leader in Service Resolution Management, KNOVA has pioneered the application of customer experience management to enterprise search and knowledge management as part of customer service.

Tags: CRM, Knowledge Management, Customer Experience, Service Resolution Management, Search Management

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