The supervisor can then view the average customer rating for each article, along with the name of the agent who authored it. Under Armour, a Baltimore, MD-based company that sells protective sporting gear, uses iCommunicate. NET to provide customer support from its corporate Web site. We visited the site to experiment with using the software ourselves. NET let us enter phrases, keywords and entire sentences as search criteria.
Customer feedback is vital to maintaining a helpful knowledge base.
Rich Buchanan, vice-president of marketing for Quiq, says that Quiq Connect can help you create a user community between agents and customers.