Customer experience is broken. It has been that way for a while.

This poses a major challenge as most business owners understand, that retaining a dollar of revenue is much easier than adding new revenue, and revenue is the lifeline for any business, especially small and medium sized ones.

While a lot of organizations talk about putting the customer first, wrap it up with platitudes, and coin fancy value statements, few measure up to the task. It is a natural outcome of the progression any organization follows as it grows bigger.

When an organization is small, the founding team knows that each customer is the life blood of the business. They work hard to ensure that the customer is heard, and their needs are incorporated into product and service offered. As organizations grow, and new members are inducted, it becomes a challenge to maintain the customer experience.

It is not easy: to train new members in customer facing teams; to ensure fast responses; to maintain the accuracy of the responses; to bring problems to light in a timely manner and resolve them to best serve the customer; to measure customer satisfaction and quickly change course; to continuously meet the high standards customers expect when they use your product or service.  The list goes on.

While the problems exist, modern technology has come a long way and can be used to address these challenges. All customer facing teams and their partners can respond a lot faster if the right knowledge is accessible to them at the right time, with the right context. Existing knowledge can be used to improve the response times, escalations can happen automatically and in a timely manner, fires are put out before they get out of hand, and stakeholders are able to see how each customer is doing.

We launched KNOCCS as a brand new line of business because we believe that customer experience can be delightful if customer experience is faster, accurate, and personalized, and when the right teams have the right data in front of them with minimal friction and in a timely manner. Our first KNOCCS product is CXN, a customer experience amplification tool that brings all customer facing teams on a single platform and allows the customer’s voice to come through to anyone who could solve for the customer faster.

This is just the beginning. We are committed to building products and experiences that enable our vision for KNOCCS – to enable teams to delight customers for life.

More to come,
Farrukh Omar, CEO at Spursol