Customer service and lab concept

Why knowledge management is great for customers?

While knowledge management systems are often used by customer service teams internally, some companies have also found that it´s also valuable to have a customer-facing knowledge hub. The shole point of customer service is to please customers, and the right resources can help customers feel good about the level of information they are receiving from a business.

For all these, the companies use the term "knowledge-sharing", refers to formal and informal mechanisms which are used in organizations for sharing information and knowledge. Information sharing involves mapping the persons who are sharing information, defining the information itself and passing it on an understandable format. 

Knowledge Sharing Strategies:

• Self-service search moments 
• Recommendation moments
• Case deflection moments 
• In-app content moments
• Support engineer and agent insight moments

Also the term "living lab" which is a test nench and an experimental environment where users and producers can co-create innovations. The main objective is the creation of new products, services and infrastructures adapted to the real needs of the society. Laving lab is used to add value to the innovation process but originally, living labs emerge at a time when the supply of products exceeds demand and companies have to adapttheir market strategies and start competing in innovation and product quality.