The Secret to Great Self-Service
Customer Relationship Management; CRM - Vol. 10 Nbr. 6, June 2006
Angel, Mark
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SEARCH FOR SERVICE AND SUPPORT IS DIFFERENT. In the standard search model, people know what they're looking for even if they're not sure how to ask for it. In service and support, customers have an issue, but they don't know how to describe the content that will resolve it. In a customer service environment a natural language processing (NLP) search needs to be geared towards guiding people towards a resolution even though they don't know what it will be.
The Secret to Great Self-Service
There is no argument-great search is key to achieving the benefits of Web self-service - but most search solutions for Web self-service and support fall short because they don't adapt to the special needs of the self-service user. Consider these key ideas for success when you ar...
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