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Produk
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Studio
Kustomisasi solusi dan proses
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Portal
Berkolaborasi dengan klien, mitra,
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Business apps
Solusi out-of-the-box untuk memperluas
fungsi platform.
CRMCreatio diakui sebagai yang terdepan oleh Gartner's Magic Quadrant untukSales Force Automation, 2020Pelajari lebih lanjut -
Studio
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Pelayanan
Dukungan
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Dukungan Teknis
Dapatkan bantuan dan panduan ahli untuk pengalaman
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Customer success management
Bayangkan layanan pelanggan kelas dunia
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Implementasi dan konsultasi
Dapatkan dukungan penasihat dan integrasi profesional
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Sumber Daya-
Portal swalayan
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Documentation
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Komunitas
Terhubung dengan rekan dan bagikan
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Akademi-
Pelatihan
Creatio knowledge hub: Pusat pengetahuan Creatio: e-learning,
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Dukungan Teknis
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Industri
Solusi industri
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Kemitraan
Ekosistem kemitraan Creatio
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Manfaat kemitraan
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Katalog mitra
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Portal kesuksesan
Portal tunggal untuk mengelola
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Marketplace
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Manfaat kemitraan
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Tentang
Perusahaan
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Our story
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Nilai kami
Nilai-nilai yang kami pegang dalam
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Karir
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Berita
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Akselerasi global
Livestreamin konferensi selama 24 jam di seluruh dunia
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Acara Digital
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Our story
Advantages of adoption and implementation of KCS methodology
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!