Communication Knowledge Base Poor Customer Service Voice of Customer 
Second to None
APRIL 8, 2019
Research by Zendesk revealed that 67 percent of customers prefer self-services over speaking with a representative while 91 percent claimed that they would use an online knowledge base to answer there question if possible. [3] The best way to ensure that your customer service team is informed is to inform them.
Thematic
SEPTEMBER 22, 2021
This data is typically stored in documents, CRMs, databases and knowledge bases. It’s important to examine which data is available and needs to be included in your research, based on its scope. I really hate the customer service of this software company” would be coded as “poor customer service”.
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