Any company that makes and sells consumer or business products faces technical support challenges. With even the best-made products, some customers will inevitably have questions or encounter issues that cause them to turn to a help desk for support.
For the tech support organization, the goal is always to streamline and accelerate the support experience, so customers get their questions answered and their issues resolved quickly and painlessly. To achieve this goal, the support organization needs tools that enable its agents to find the right information in an efficient manner.
