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Customer service and support impacts every consumer facing business operating online. The quality of the service experience increasingly factors into the consumers' purchasing decision and has long reaching implications on retention, revenue and brand equity.

While companies rally around online self-service to create efficiencies, many consumers indicate that current self-service offerings are plagued with usability issues. For example in a recent Jupiter Research Consumer Survey, 54% of consumers citing usability issues state that there are simply too many results returned for self-service search to be useful.

This Webinar explains how companies can improve the usability of their online self-service offerings as well as provides a framework for selecting vendors.

Attend this Webinar and learn:

• Consumers' attitudes and expectations about online customer service
• Tactics for selecting and implementing self-service search solutions.
• Implications for poor service and the competitive opportunities that can be exploited within customer service.
• The role of natural language search in online self-service.
• The organizational, operational and technical steps necessary to improving the usefulness of searchable self-service.
• How to measures of the success of self-service deployments.
• The relationship of self-service offerings on call center staffing levels, including a formula that can be applied to your own business.