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On Demand Webinar

How to Deliver the Most Relevant Self-Service Experience, Every Time

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As 2020 highlighted, it’s important to be able to adapt to the changing needs and expectations of customers…and quickly. Companies have established new ways to reach customers, ramped up knowledge management, and broadened the scope of self-service beyond break-fix support. But to be successful long-term, these experiences need relevance. This means enabling customers and agents with the right information in the right channel through search, data, and AI.

In this webinar, see how ConnectWise achieved a 45% increase in case deflection and 28% improvement in clickthrough rate by adding relevance across the customer journey. From listening to what customers are looking for through intelligent search, to using full-journey customer insights to constantly refine and personalize results, relevance helps deliver a tailored experience to each ConnectWise customer.

In this webinar, you’ll learn:

  • The key elements to consider when getting started with a new search experience.
  • How to ensure your content is ready for unification.
  • How to leverage analytics to identify content gap for a more successful experience.
  • How to get cross-departmental buy-in on improving the self-service experience.

 

Presented By:

John Ragsdale

Distinguished VP, Technology Research, TSIA

Bonnie Chase

Sr. Product Marketing Manager, Coveo

Mathew Breejan

Director Education, ConnectWise

Publish Date: February 25, 2021