Gartner Report


Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service


This Gartner report shares seven best practices to help organizations drive improvement in content and knowledge delivery for their customers.

MindTouch invites you to access this complimentary report to help you address the following key challenges as stated by Gartner:

  • Organizations have made significant investments in user experience solutions. Yet, it is still time-consuming for customers to find what’s helpful and relevant.
  • Organizations often design customer portals without considering what information customers require and how they search for that information.
  • Various software vendors sell to organizations aiming to reduce customer effort in searching for relevant information, but this can create solution islands and information silos.

Read the full report to overcome these obstacles so you can increase your customers’ lifetime value and create happier, more productive employees.

Gartner, Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service, Drew Kraus, Olive Huang, Gene Phifer, Jim Davies, Mick MacComascaigh, Brian Manusama, Irina Guseva, 5 December 2019

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Organizations often have very complex content/information architecture and service-case workflows. This makes it difficult for your customers to find relevant information quickly. The rapid creation and retrieval of relevant content and knowledge are key attributes of leading enterprises.

Source: Gartner