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On Demand Webinar

Building Your Self-Service Journey Map

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