Long-Term KCS Success Upland Software - RightAnswers

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Introduction + Laura Yeomans

+ Upland Software

+ Customer Success Manager

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Introduction + Knowledge Worker

+ Knowledge Manager

+ Knowledge Consultant

+ Knowledge Enthusiast! I KCS!

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+ KCS v6 verified

+ KCS training

+ KCS onboarding

+ KCS consulting

+ Maturity assessments

+ KCS community

Supporting KCS

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Our KCS Customers

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Types of KCS Challenges

We followed the KCS Practices guide with military precision but not getting results we thought

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Types of KCS Challenges

Our trainer, Tom, read the info on the KCS site – he knows what we’re doing but it’s not working

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Types of KCS Challenges

“We’re a KCS shop, we just don’t let our agents add/edit knowledge”

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Types of KCS Challenges

“We bought a tool! Now what?”

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Universal Truths

ü I cant do it for them

ü Training the team is VITAL

ü It’s not all or nothing – but

there is a line

ü A tool won’t make you good

at KCS

ü Perfect doesn’t exist

ü Communicate ü Communicate ü Communicate

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Recent Success Story

Customer satisfaction 95%

Over 90% of demand is self-served

400% increase in self-service usage

Avoids millions in current and future support costs

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Thank you! Laura Yeomans Customer Success Upland Software