White paper The Secret to Successful Knowledge-Centered Support

Our Customers These brands are leveraging knowledge sharing to boost efficiency

We work with companies to help them increase efficiency by providing exceptional knowledge sharing and customer support platform solutions.

Our sales team is much more enabled. They’re able to get the information they need a lot faster. They’re not trying to figure out who to ask: they just go to Bloomfire and they have an answer.
Jennifer Heath
Director of Product Marketing and Sales Enablement, Asure Software

What you'll learn Leveraging knowledge to improve customer support operations

As customer support continues to move to a more strategic position within organizations, teams are faced with the important and difficult task of meeting customer expectations. Organizations are turning to a service delivery methodology in which knowledge management is applied to support operations through a culture of problem-solving and knowledge sharing called Knowledge-Centered Support (KCS).

  • How to build a knowledge base

    Successful KCS relies on having content that reps will use as well as the right technology. Learn how to set your team up for success.
  • Create documentation with the solve loop

    Discover the most effective methods for identifying solutions to customer problems and how to document the process.
  • Refine knowledge with the evolve loop

    Learn how to maintain knowledge so that it serves both customers and customer support employees by utilizing the evolve loop.
  • Start your KCS plan with our checklist

    Between defining goals and communicating with your team, you'll be on your way to setting up a successful KCS plan.