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5 Ways to Empower Your Customers with Intelligent Self-Service

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Creating powerful self-service sites and communities with rich, relevant content is not that difficult. In the infographic below, we illustrate 5 ways you can use intelligent search to solve the common causes of dissatisfaction, so you can deliver the self-service experience your customers expect.

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5 Ways to Empower Your Customers with Intelligent Self-Service

  1. 1. 5 5 WAYS to deliver the your customers want Customers prefer to self—serve when they have questions or issues. Here are five ways you can use intelligent search to deliver great self-service on your sites and communities. Intelligent Search of companies Enables Great don't store all their support information in Se| f—SerVice a single system and customers have to look for answers in multiple places. UNIFY INFORMATION ACCESS Enable access to all useful content from across your website, knowledge bases and other applications on your community. ll 0 °/ o decrease in inbound emails to of people the contact center use search engines to find information. PROVIDE INTUITIVE SEARCH Make search on your site intuitive so customers can sort, filter, and explore results fast. LI 0 °/ o in crease in _ _ self-service points behind phone support in CSAT ratings, self-service sites are not living up to expectations due to a lack of useful content. usage Q KEEP CONTENT RELEVANT Leverage search analytics to identify content gaps, spot trends, and optimize how customers find answers. '8 °/ o of customers decrease in spend over 30 minutes searching for Support COSTS answers before giving up. PROVIDE PROACTIVE SUPPORT Recommend personalized support content to each customer as they look for information. I 5°/ o _ increase of companies in CSAT don't involve customers in knowledge creation (even though it improves CSAT). GET CUSTOMERS INVOLVED Empower customers to easily rate and share helpful content on your site and community. Visit coveo. comIsalesforce to get started. coveo. com info@coveo. com North America: +l.8OO.635.5L+76 C O V e 0 Europe: +3| (0)20 658 6334 Sources: Forrester, Gartner, Nuance, Salesforce, TSIA

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