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An informed customer is an engaged customer

We're living in the "age of the customer", a time in which the Internet provides both a wealth of relevant and irrelevant product information. Keeping the customer experience in mind, successful companies are focusing more and more on next-generation knowledge management for rich, relevant and engaging product and service information. SAP Hybris Knowledge Central by MindTouch can help you quickly and efficiently create, collaborate on and organise content across multiple self-service and agent-assisted support channels.

Read our thought leadership paper to learn more about the opportunities that come from implementing these modern help experience solutions.

Using Product Help Experience to Power the Customer Journey

How knowledge mangement can affect customers and agents:

Next-generation knowledge management improves customer experience through:

Faster, better, more proactive service

Increased ability for self-service

Consistent information across channels

It can also help agent effectiveness through:

Improved service interaction time

Increased quality of incident resolutions

Greater ability of new agents to deliver
excellent service

Provide in-the-moment product information

SAP Hybris Knowledge Central by MindTouch allows you to provide timely, relevant product information to both customers and agents. This helps support agents to resolve issues quickly and efficiently and customers to find answers on their own through self-service portals. Read our solution brief to learn more about how SAP Hybris Knowledge Central can help you improve your customer service experience.


Vinnie's breakdown: A self-help story

The best support ticket is the one that doesn't need to be created. When a stubborn coffee machine has a breakdown, poor Denise is left to try and make things better. She turns to the web for help and has a surprising customer service experience with the help of SAP Hybris Knowledge Central by MindTouch.


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