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For eBusiness & Channel Strategy Professionals

How To Improve Searchable Self-Service Online

eBusiness Professionals Must Focus On Site Search And FAQs To Deflect Call Center Calls

September 11, 2009

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Authors

  • By Diane Clarkson
  • with Carrie Johnson,
  • Elizabeth Stark,
  • Kate van Geldern

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.

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