2024 Customer Experience MetriStar – Self-Service Knowledge Management Platforms

Four providers earned the Metrigy MetriStar Top Provider Award for Self-Service Knowledge Management Platforms. 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.

Self-Service Knowledge Management Platforms: Self-service is becoming extremely popular among those companies developing customer experience strategies, and knowledge management (KM) is vital to success. KM platforms include the tools needed to create, edit, store, organize, and share information, such as FAQs, images, videos, diagrams, and forms, required to support customer self-service. They also include knowledge bases to store content, document libraries, workflow automation, and more. Increasingly, companies are pairing KM with artificial intelligence and machine learning so the content within them learns and updates with more insightful information. In addition, many companies integrate KM with bots to help customers find their answers when in a self-service journey.