Skip to main content

Save or Share this Report

For eBusiness & Channel Strategy Professionals

Get Better Results — Virtual Agents Are Key To Improving Site Search

December 1, 2015

Primary author headshot

Authors

  • By Brendan Witcher
  • with Patti Freeman Evans,
  • Anjali Yakkundi,
  • Rebecca Katz,
  • Laura Glazer

Why Read This Report

As technology has become increasingly sophisticated, consumer search expectations and behaviors have evolved. Unfortunately, traditional site search technology has failed to evolve at the same pace. Leading customer-centric organizations are turning to virtual agents to help address shortcomings in online search functionality resulting in a combined single-search solution that allows customers to find relevant, contextual, and accurate answers to questions quickly and easily during both online and mobile engagements. This report highlights the ongoing challenges and limitations of site search technology, how you can utilize virtual agents to fill in gaps where search currently falls short, and hurdles that eBusiness professionals will need to overcome to deliver excellent customer experiences through a single search solution.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).

Purchase

Table of Contents

  • Customer Expectations And Site Search Have Fallen Out Of Alignment
  • It's Time To Wake Up To The Value Of Virtual Agents In Search
  • Recommendations

  • Offer A Single Search Solution To Improve Customer Experiences
  • Supplemental Material

Recommended Research