Why Read This
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.
Tags: Car Rental, Consumer Electronics, Customer Experience Management, Customer Relationship Management (CRM), Customer Service Solutions, Design & Usability, eCommerce, Online Travel Booking, Packaged Solutions, Retail, Social CRM, Travel