The domain

Within service based industries customer retention is key to success. A single bad customer experience can not only lose a customer but also create a wider negative impression damaging customer acquisitions unless properly handled.

In large organisations, multiple products or services are often offered to satisfy a wide variety of customers' needs. Each of these seperately produces a variety of essential feedback from consumers regarding their experience which should be used to gain an insight across the whole organisation to help address issues and prioritise resources.

With the prospect of feedback being generated for a variety of services, by thousands or millions of customers, the management of such feedback becomes a complex task. This complexity becomes more acute as feedback must be handled at the point of relevance whilst also being considered globally within an organisation.

Typical problems

Large organisations struggle to collate service feedback across a range of services whilst simultaneously facilitating flexible approaches to individual services. Basically either an organisation typically adopts a site-wide global view of customer feedback leaving customers typically annoyed at generic blinkered channels of communication or choosing to adopt a variety of feedback mechanisms optimised for each service but this alternative approach prevents a clear global view across services preventing adequate high level control and resource allocations to tackle emerging problems.

How we help

K-Now provides a dynamic means to collect feedback from customers whilst still linking relevant knowledge across services, thus allowing instantaneous searching, analysis and direct handling of customer feedback, locally or globally. K-Now gives much needed business Intelligence to the management of feedback empowering greatly improved customer retention and interaction.