ชA popular area of knowledge management is customer support. There are mainly two forms of customer support tools: tools that enable customers to help themselves (self-help) and tools that help customer support personnel (help-desk). In some cases, vendors even set up areas for customers to help each other, i.e., to share knowledge about products and services (peer-to-peer). Customer support personnel might lack appropriate knowledge and consistency to deliver 24/7/365 support. This can be offset by systems that assist them with knowledge and support process, continuously and consistently, while they gain appropriate knowledge through experience. There are many cases where a high repeatability in the support process can be leveraged by reusing answers to the most common questions. Over time, support personnel also acquire a vast amount of knowledge about the products and services the organization offers, as well as information about customers and their behavior. This knowledge is a resource for the organization as a whole and should be captured and spread. The knowledge conversation that takes place in customer support is mainly tacit-to-tacit, but with customer support systems that use knowledge bases it is possible to turn the process first into tacit-to-explicit, and then explicit-to-explicit, conversion. When customers search for (and later apply) knowledge, one can argue that explicit-to-tacit knowledge conversion takes place.