On Demand Webinar

Trend Alert: 3 Ways Search Is Saving Customer Support

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The will to improve knowledge management is strong -- 69% of service & support leaders recently surveyed are planning improvements (and a third expect to improve productivity 30% or more). But the traditional way to "manage" knowledge fails almost every time.

Case-deflecting and case-resolving content typically resides across the enterprise. The key to transformational KM program is recommending the right knowledge (and experts) to customers and employees alike when, and where they can help.

During this high-impact On-Demand webinar, TSIA's John Ragsdale and Coveo's Diane Berry will discuss the three ways search-powered apps transform customer service & support:

  • Turn your community or portal into a self-service, case deflection engine.
  • Give your agents the relevant insight from across your entire enterprise ecosystem, directly in your CRM (such as Salesforce), and scale your organization cost-effectively.
  • Provide you and your managers the search-based analytics they need to fill knowledge gaps, identify trends and continually optimize the relevance of your search apps.

Register for this On-Demand webinar and listen to this briefing to hear how search-powered apps drive key metrics like case deflection, case resolution & customer satisfaction for companies including Salesforce, Logitech, and Zebra Technologies.

Presented By:

John Ragsdale

VP Research, Technology and Social, TSIA

Diane Berry

Senior Vice President of Market Strategy, Coveo

Publish Date: March 3, 2015