Help Customers Help Themselves: 3 Digital Self-Service Strategies That Work

Presented by

Mike Raley, SVP Marketing - Coveo; Ezmie Bouchard, Product Manager - Coveo; John Ragsdale, VP Research, Technology - TSIA

About this talk

Many organizations planned to improve their digital self-service offerings in some way this year: investing in chatbots, in-product help, communities, knowledge management, video content, search, and more. But given the new reality we’re all living in, your customers need better digital self-service now. It just can’t wait. This research-based briefing designed to help you quickly adapt to your customers’ needs for self-service - and take the pressure off your contact center - fast. You’ll learn the practices of digital experience leaders from Informatica, Ellucian, VMware, Tableau, and others which are proven to: - Help customers easily find information on their own, using the data and knowledge you already have. - Connect customers with answers where they are and enable them to resolve issues using your lowest-cost channels. - Reduce the pressure on your support engineers by empowering them with swift access to all of the contextually relevant knowledge they need to solve cases.

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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.