This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

On Demand Webinar

Building Your Self-Service Journey Map

Register to view the webinar

By supplying my contact information, I authorize TSIA and, if applicable, the sponsor(s) of this webinar, to contact me via email, phone, and postal mail about their products and services. Learn more or opt out.

The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

A strong self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

  • A process to create and reuse support knowledge and content in the flow of work and self-service.
  • A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
  • Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.


Presented By:


Distinguished VP, Service Technology Research, TSIA


Director, Education Services, Coveo

Publish Date: January 31, 2019