Knowledge Management Challenges in Customer Support: A Case Study

Knowledge management plays an important role in customer support processes such as incident management and problem management. Knowledge-oriented approach on customer support provides an IT organization with several benefits including faster incident resolution times and better identification of systematic incidents. Unfortunately, little attention has focused on examining challenges in customer support from the knowledge management perspective. In this study, the research question is: what kind of knowledge management challenges can arise in customer support. A case study method was used as a research method. Several knowledge management-related challenges were found, such as challenges in documenting incident resolutions and classifying incidents, a lack of public knowledge base and the missing knowledge flow for urgent incidents.