Within an organization, knowledge bases (KBs) of known product issues and their resolutions are typically created and managed by customer support teams. Their obvious use is to maintain different types of methods for addressing various client issues. KBs thus become an important tool in an organization’s armamentarium used for supporting its customers. But clients are unable to access these resources directly—rather they need to go through a customer support employee. Given their central function in addressing clients’ problems, how can KBs of known product issues become a tool in the hands of customers?
Here are some thoughts to consider… Read the rest of this entry »