To whom does KCS primarily aim to improve service for?

KCS, or Knowledge-Centered Service, primarily aims to enhance the service experience for customers. The core philosophy of KCS is built around the idea that creating a knowledge base that is actively updated by both support teams and customers enables more effective resolution of issues. By focusing on the customer's experience, KCS ensures that they receive timely and relevant information, which can lead to quicker resolutions and increased satisfaction.

The approach emphasizes building a knowledge base that evolves through customer interactions, ensuring that customers have access to information that can help them solve their issues independently. This not only empowers customers but also enhances the overall efficiency of service delivery. Ultimately, improved customer service leads to better customer retention and loyalty, aligning with the primary goal of KCS to deliver exceptional service experiences directly to customers.

While other stakeholders such as employees and management teams are also impacted by KCS practices, the primary focus of these practices is to improve service delivery and support for customers.