The Customer Service KM Workflow highlights the shift from disconnected to unified support systems. Before integration, customer data was siloed across channels like chatbots, websites, self-service sites, and case submissions, preventing seamless experiences. After connecting support KM, systems become unified and interconnected, with behavioral analytics providing relevance and personalization across all touchpoints. This approach empowers faster service, strengthens relationships, and fosters brand loyalty by ensuring persistence, personalization, and intelligence throughout the customer journey. Intelligent search drives KM maturity, enabling consistent and connected support experiences that improve efficiency and satisfaction.

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