On Demand Webinar

The Secret to Data-Driven Self-Service Success

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How do you know if your customers are being successful on your self-service site? That’s the challenge support leaders are faced with when they attempt to understand knowledge usage, drive case deflection, improve experiences, and measure the ROI of their self-service programs. With many disparate systems in place, getting one consolidated view of what customers are looking for, and finding (or not finding) has been nearly impossible. Most common approaches involve a high degree of triangulation and assumptions - which doesn’t necessarily instill confidence in support leaders’ ability to report strong metrics.

During this on-demand webinar, learn why search usage analytics is the only way to get a clear vision of your self-service journeys, content consumption and positive outcomes. We’ll share best practices on how to leverage them to:

  • Understand the behavior and success of your users
  • Track the performance of your content and identify gaps
  • Leverage AI to learn from your crowds at scale
  • Accurately measure success and quantify the impact

You’ll walk away with real examples of how TSIA member companies have been using AI-powered insights from search usage analytics to continually improve their self-service experiences.

Presented By:

John Ragsdale

VP Research, Technology and Social, TSIA

Mike Raley

VP, Marketing, Coveo

Paul Knight

Customer Success Manager, Coveo

Publish Date: April 6, 2017