InQuira Inc. provides software applications for web self-service, collaboration, knowledge management, and agent-assisted support built from a common technology platform that makes it possible for companies to provide a consistent customer service experience across web, phone and community channels. Featuring tight integration of search, content management, discussion forums and analytics, the InQuira platform ensures companies can author and harvest knowledge, make it accessible to the right people at the right time, and measure its effectiveness at resolving customer problems. Blue-chip customers include Nokia, 3M, Juniper Networks, RBS, Pitney Bowes, SprintNextel, and E*Trade. The company is headquartered in San Bruno, Calif. and can be reached at +1 (650) 246-5000 or via the Web at

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Latest Content From InQuira

Whitepaper: Content Management vs. Knowledge Management: What Insurers Need to Know about the Key Differences

by InQuiraDec 01, 2008

In today�s knowledge economy, insurance companies differentiate themselves by their capabilities for managing information. Success today is predicated on an insurer�s ability to deliver the right information to the right person at the right time, and by its ability to leverage information to improve services, sales, and productivity. While the capture and distribution of knowledge has traditionally been a strictly controlled process, this new market environment calls for more flexibility and greater collaboration, both within an organization and with customers and partners. To foster this collaboration, organizations need new ways of producing, authoring, capturing, disseminating, and assessing knowledge.

Insurance companies today often use Web-based content management systems (CMSs) to manage knowledge-based processes and sites. However, CMSs were not designed for knowledge management�and because of several critical gaps in product capabilities, many organizations are failing in their efforts to foster greater collaboration. This e-book identifies the key differences between CMSs and knowledge management systems (KMSs), and makes the case for why a KMS platform is critical for managing knowledge-driven Web sites.

Whitepaper: The Human Side of Knowledge Management: How Insurers Can Unlock People Potential in the Knowledge Economy

by InQuiraDec 01, 2008

With its emphasis on people, process, and technology, knowledge management is often considered an academic discipline, a �nice to have� complement to the core business, and an investment that may pay dividends down the road. However, it is the human element of knowledge management� the positive impact that knowledge management has on the efficacy and attitudes of customers, customer service agents, and business executives�that can deliver quantifiable business benefits to insurance companies today.

Specifically, investments in facilitating a knowledge culture can directly enhance an insurer�s business performance by improving the experiences of three core constituencies: Customers, Customer Service Agents, and Executives. This paper outlines the benefits customers, support agents, and executives can gain through knowledge management, and it reveals the key factors required for insurance companies to maximize these benefits.

Whitepaper: 5 Best Practices for Improving Customer Service through Community-Based Collaboration

by InQuiraOct 01, 2008

By embracing the power of social networks and collaboration tools, insurance companies are seeing a boost in customer loyalty and service levels. Discover five best practices for realizing the maximum benefit of these new tools. These new channels represent a new form of communication that, at first glance, would appear to be difficult to influence, much less control. However, as these social mediums have matured, the most progressive brand stewards have recognized that embracing social networks and collaboration tools can enhance customers� relationships with a brand, and be an invaluable resource for serving those customers better.

Social media�s role in the knowledge economy is evolving rapidly, both inside and outside the enterprise. This e-book offers insights that can help insurance companies embrace social media, harvest knowledge from the conversations in user communities, and apply that knowledge to deliver better customer service. This book sets forth the following five best practices:

1. Recognize and reward community contributions
2. Promote community conversations into knowledge assets
3. Integrate discussion forums into a seamless support experience
4. Give customers control over how they participate in the community
5. Moderate by exception

Whitepaper: Putting the Customer Back in Customer Service: Three Principles for Customer-Centric Support

by InQuiraJan 01, 2008

Few companies structure their support operations around optimizing each individual support interaction from the customer's perspective. The more prevalent approach is to structure support operations around technologies and processes that deflect more calls reduce call-handle times and deliver pre-defined ""solutions"" to the greatest number of people. These are not misguided objectives; customer service is a cost center for most organizations, and delivering cost-effective service is the primary mandate for most service managers.

Whitepaper: In Search of the Perfect Answer: InQuira 6 for Web Self-Service and Interactive Marketing

by InQuiraJan 01, 2008

This white paper, published by InQuira, shows that it is possible to put automation in place that will overcome these problems. Customer search and navigation software from InQuira, Inc. possesses the intelligence to return either the perfect answer or the best-available answer to the user. It lets enterprises integrate and enhance the full range of customer life-cycle services available on their Web sites, from the search needs of prospects to the self-service efforts of returning customers. And it lowers resource costs by maximizing infrastructure efficiency.