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On Demand Webinar

Making the Web Work for Customer Support

With technology so interconnected, there is a growing trend of multi-vendor technology problems that your support agents are dealing with. Your internal knowledge base can't always provide the solutions your support agents need to resolve these multi-vendor problems. As a result, more and more technical support teams are searching for the knowledge they need on the public web, but this has some obvious shortcomings, including:

  • The web is not a knowledge base, and it can take long to find the information you need using a general purpose search engine.
  • It's difficult to identify the most trusted sources of information to solve a given problem.
  • There is no effective way to share knowledge you find on the web throughout the team, and have it surface at just the right time when other agents need it.

In this On-Demand webinar, Radialpoint and TSIA will provide insight on how heavily customer support professionals already rely on web content to resolve issues, and the challenges this trend brings. We'll also present a solution to truly turn the web into an ally for your customer support organization, by automatically leveraging the research of support agents within your organization, and all over the world, who are searching the web to solve similar problems.

Radialpoint recently won the commercial category of the TSIA Vision Awards. Register for this On-Demand webinar and hear how these new solutions are shaping best practices for knowledge base content management.

Presented By:

John Ragsdale

VP, Technology and Social Research, TSIA

Patrick Charbonneau

Director of Product Management, Radialpoint

Publish Date: May 22, 2014