What's true about your customers
The third level of your fact layer: the questions your customers ask, the answers they need and what you already know about them. It is updated automatically, so the people and agents who answer customers work from what is current.
This level changes more often than the first two, so it is kept up to date automatically.
Customer knowledge is the third stage of fact layer population, and it needs the first two in place. We gather the questions customers already ask and match each one to an agreed answer. Then we set up the automatic updates, with an owner who keeps an eye on what changes.
Your team and your agents answer customers from the same current source, so the same question gets the same answer whoever picks it up.
When a customer asks something the fact layer cannot answer yet, the gap shows. The answer is agreed and added once, and everyone answering customers has it from then on. The questions themselves also show where the rest of your content falls short.
Tell us where your organisation's knowledge lives today.