2024 Customer Experience MetriStar – Self-Service Knowledge Management Platforms

Published on: April 9, 2024

Author: Beth Schultz, Vice President of Research and Principal Analyst
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.

Product Category

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.

You are currently viewing a preview of this content. Metrigy clients, please log in for full access to all research content. If you are not a client, please click below to purchase access to this research report. We also invite you to become a client.


Purchase Access