Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it. This email came from a technical account manager:
Seriously, you guys have no idea how comparably painful the research process used to be.
Let's contrast it with today:
· I just had an elite customer email me a pic of an error.
· KCS search on the error, 30 seconds. It's a brand spanking new [Version X] problem.
· I read the article, got workarounds… that's another 30 seconds.
· I read the bug, see it's fixed in [Version X.1]
2 minutes after seeing the customer email, I know what to do.
I took longer writing this email than I did researching the case!
Laurel Poertner says
What a perfect way to sum up the RIGHT way to feel about KCS! It is all about what each individual gets out of it, not to satisfy an objective put forth by management. This is my ultimate goal for our KCS program! Thank you for sharing, David!