Learn how knowledge management is now a mandatory part of a successful customer experience strategy

When customers can't find what they need, the self-service journey gets real frustrating, real fast.To reduce friction, many organizations are turning to comprehensive knowledge management

solutions that extend timely content to every step of the self-service journey.

How companies can help reduce the friction

Chatwith an

agent

Interact withan automated

conversationalinterface

Explore a company'swebsite for content

Quick search usingGoogle, Yahoo, or Bing

AGENT

LIVE CHAT

CHATBOT

BRANDED WEBSITE

EXTERNAL SEARCH

Caused by having to repeat oneself, lack ofagent knowledge, or improper routing.

ABANDONMENT!

Caused by slow, inaccurate responses,irrelevant content, and "dead ends."

ABANDONMENT!

Caused by a poor navigational experience,content gaps, and lack of personalization.

ABANDONMENT!

Caused by a lack of relevant, branded searchresults, or too much content from competitorsand other SERP hijackers.

ABANDONMENT!

Even when companies offer all the right channels, a typical self-service sequence includesmany friction points that can lead to abandonment.

How today’s customers try to help themselves

THE 5 LAYERS OFCUSTOMER SELF-SERVICE

HEADQUARTERS101 West Broadway, Ste 1500San Diego, CA 92101USA

WEBmindtouch.com

SALES / SUPPORT(619) 795-8459

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