With knowledge exchange platforms, companies transcend expensive helpdesk operations and impersonal FAQ pages by creating a problem-solving community.
Customers easily, creatively, and vigorously engage each other as well as company product specialists. Beyond the reduction of customer frustration; technical problems get solved fast and creatively, often by other customers. And new solutions appear that the company’s experts themselves haven’t imagined.
Ultimately a Customer Support KE can become an engine for innovative, customer-driven product design thinking.