Optimizing the
Customer Experience
for Web Self-Service

 
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Customers want – and have come to expect – great service. But, when it comes to self-service, many sites are still offering only static search and simple FAQs… with poor customer satisfaction and high escalation rates as a result.
 
Get expert advice from self-service guru Allen Bonde and KNOVA Software CTO Mark Angel as they explore new ways to create an online self-service experience that cuts costs and delights customers with personalization and efficient resolution. You’ll learn how to align business and user needs, drive adoption and measure the impact of your solution via targeted self-service metrics.

What you will learn:
• Planning for success by applying proven frameworks and checklists
• Understanding user intent with intelligent, natural language search
• Leading customers to answers with wizards and guided navigation
• Integrating self-service and knowledge management with CRM
• Delivering continuous improvement via analytics and self-learning
• Improving the overall customer experience with personalization and efficient resolution

(Listen Now)