Building an Intelligent Self-Service Journey Map

Presented by

Neil Kostecki, Senior Product Manager, Coveo

About this talk

The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving? Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences. An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline: - A process to create and reuse support knowledge and content in the flow of work and self-service. - A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences. - Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.

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As the pioneers of cloud-based AI-powered search and recommendations, we have always been driven by making the lives of our customers easier and the relationship with their customers more meaningful. Our mission is to transform your business by helping your organization to deliver more personalized experiences at scale, by ensuring that every customer, partner and employee has contextually relevant information at every touchpoint of their journey.