Trends Report

How To Improve Searchable Self-Service Online

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

September 11th, 2009
Diane Clarkson, null
Diane Clarkson
With contributors:
Carrie Johnson , Kate van Geldern , Elizabeth Stark

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.