2023 Customer Experience MetriStar – Customer Self-Service Knowledge Bases

Published on: March 14, 2023

Author: Robin Gareiss, CEO and Principal Analyst
Five providers earned the Metrigy MetriStar Top Provider Award for Self-Service Knowledge Base. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success.Customer Self-Service Knowledge Bases: Self-service is becoming extremely popular among those developing customer experience strategies, and a knowledge base is vital to success. The knowledge base stores all the information, including FAQs, images, videos, diagrams, forms, and more, required to support customer self-service. Increasingly, companies are pairing knowledge bases with artificial intelligence and machine learning so the content within them learns and updates with more insightful information. In addition, many companies pair the knowledge base with virtual assistants and integrate the customer self-service journey into an omnichannel integration platform.


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