Here’s a statistic that should wake up e-retailers’ customer service managers: 61% of customers use the web to find information before calling customer service, but only 11% of them resolve their issues through websites or FAQ pages. Clearly, web-based companies have done a poor job of creating a customer self-service environment. This session will lay out how one organization created a knowledge base that both customer service reps and customers can use to answer questions quickly. Our speaker, who created a database that serves 160,000 members of a health-care credentialing agency, will detail how the database was created: How information was developed, approved, and organized; who in the organization should have input into the process; how to measure success; how to keep everything up to date; how to manage the system from both an operational and a technical perspective; and what benefits the organization gained. Our speaker will outline stumbles and successes and what refinements are coming.