Forrester

Why Read This Report

Searchable self-service and frequently asked questions (FAQs) are among the most commonly accessed customer service touchpoints, but there is a lot of room for improvement. Poor performance plaguing searchable self-service and FAQs surfaced in a recent review we conducted of 90 sites. To meet customer needs, reduce costs of agent-assisted interactions, and improve sales, eBusiness executives must make searchable self-service and FAQs well organized, relevant, and contextual.