For eBusiness & Channel Strategy Professionals

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	September 11, 2009 How To Improve Searchable Self-Service Online eBusiness Professionals Must Focus On Site Search And FAQs To Deflect Call Center Calls by Diane Clarkson with Carrie Johnson, Elizabeth Stark, Kate van Geldern

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Executive Summary

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.

This is an excerpt

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