As part of our CRM project we have been building a knowledge base of responses to queries put by users. This project is part of the CRM project we commenced more than a year ago. We are encoding the advice we provide in the support calls we take each day.
Call responses are edited and then peer reviewed. This is a time consuming but valuable process. Over time, we are building a knowledge asset of tremendous value about our software and responses to questions our users are likely to ask.
This is another way our CRM project is reaching deep inside our business to drive better and more consistent outcomes for our user community.
We will have more to say about how we plan to deploy this knowledge base soon – this will be another exciting development in customer service at Tower Systems.