named a in the Gartner's
Magic Quadrant for
- Low-code platform
Digital revolution transforms the way companies do business, add value and engage with their customers. Moreover, technology creates huge opportunities for innovation and productivity optimization for organizations in various industries. However, it also adds complexity and hence creates challenges for support agents to provide clients with the top-level service.
Knowledge-Centered Support (KCS) is a solution that focuses primarily on knowledge as a critical asset of the organization to help service pros mitigate today's digital challenges. Organizations that employ knowledge-centered support methodology can resolve five to ten times more customer cases, as well as identify opportunities to improve company's products or services based on the customer experience and their feedback. Knowledge-centered methodology comprised of double-loop processes - “Solve Loop” and “Evolve Loop” - creates unified knowledge base that enhances content’s quality and users’ participation.
Benefits of KCS Adoption
Well-structured and reusable content which is generated by three main stakeholder groups: customers, companies and agents is the core of seamless problem-solving service processes. As a result, agile knowledge-centered support can help companies to react and resolve incidents, provide more precise answers to customers’ requests, etc. In addition, organizations observe substantial savings in operational costs as knowledge-centered support helps businesses to deliver top-notch customer service experience without acquiring additional software or hiring extra staff.
To make KCS work properly and be really agile, the company it needs to consider various success factors that are based on core KCS concepts and principles. Therefore, get approval from all stakeholders and assemble a group of agents to determine the process workflows, then give your agents a feeling of trust and ‘ownership’ and highlight the benefits of KCS so that your agents can feel like a part of the process which can secure high adoption rate.
Hence, KCS can ensure operational efficiency, self–service success, and organizational improvement and learning benefits. However, the process of implementation and adoption of agile knowledge-centered support comes along with a number of aspects that strong leadership has to consider before choosing KCS. For this reason, in our eBook we have outlined an ultimate roadmap that can help your organization deliver excellent customer service. Check it out!
CEO and Managing Partner Creatio
The last 17 years have been an incredible journey for our team at bpm’online. When we started the company, it was just a handful of young graduates with big dreams, ready to work hard to achieve them.
Over the years, we have experienced lots of ups and downs of growing and running a business. However, there has always been one thing that inspired us: the powerful, unique solutions created on the bpm’online platform by our community of partners and customers, many of whom I am proud to call friends.
Our customers and partners use bpm’online platform and CRM solutions to bring business ideas to life through automation. Solutions that they create reflect unique differentiation of their companies, these solutions are their own creations. It is in the DNA of our customers and partners to generate ideas, create, and to change the status quo. And we’re thrilled to honor and support the creators in each of them!
With that, I am very excited to share the news… Our company has changed its corporate and product names to Creatio!
The new name reflects our strong belief that everyone will become a developer, able to automate ideas and create custom solutions in minutes. We call these solutions “creatios.”
We have rolled out the Creatio renaming on October 30, 2019. I hope you’ll enjoy a recording of an online launch event at creatio.com/new-watch
While our name is changing, the strategy, products, our team and commitment to empowering our users with the best low-code / no-code BPM platform and sophisticated CRM products remain the same. The new name only reinforces our vision of creating a world where any business idea can be automated in minutes.
Please visit our FAQ page for more information on the renaming process. As always, I'd appreciate your feedback and I'm happy to answer any questions.
CEO and Managing Partner