Today many companies exist that deal with millions of customers annually. Recently, leading Web service companies such as, “Amazon, Google, HCL Technologies and Facebook” have built knowledge-based request fulfillment systems that record, route and resolve customer requests faster, better and cheaper through the use of self-selection and automated fulfillment. These companies have showed the importance of knowledge management and how it has helped them to further the growth and accessibility to information requested by their customers.
According to, “Everybody’s doing it….,” HCL’s automated ticketing system records, routes and resolves human resources issues in a quick and efficient manner thus improving employee satisfaction and productivity. These big web companies are very successful due to the fact that they offer many self-serving options to their employees and/or customers. Using the knowledge from past experience they were able to develop a method to make their procedures more efficient. …show more content…
By using this information they were able to employ systems that is both efficient for the company and the customers. For example, customers of Amazon use to complain and feel annoyed when they needed to track packages. The reason behind this is because Amazon use to email the tracking number and carrier to the customer after a package is shipped, then the customer would have to copy the tracking number, access a third party’s site and then track their package. Now Amazon has built a feature that provides you with live tracking information directly from their website. No need to copy tracking numbers or accessing third party
According to, “Everybody’s doing it….,” HCL’s automated ticketing system records, routes and resolves human resources issues in a quick and efficient manner thus improving employee satisfaction and productivity. These big web companies are very successful due to the fact that they offer many self-serving options to their employees and/or customers. Using the knowledge from past experience they were able to develop a method to make their procedures more efficient. …show more content…
By using this information they were able to employ systems that is both efficient for the company and the customers. For example, customers of Amazon use to complain and feel annoyed when they needed to track packages. The reason behind this is because Amazon use to email the tracking number and carrier to the customer after a package is shipped, then the customer would have to copy the tracking number, access a third party’s site and then track their package. Now Amazon has built a feature that provides you with live tracking information directly from their website. No need to copy tracking numbers or accessing third party