TITLE

The Secret to Great Self-Service

AUTHOR(S)
Angel, Mark
PUB. DATE
June 2006
SOURCE
CRM Magazine;Jun2006, Vol. 10 Issue 6, Special section p5
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
Discusses the requirements that make keyword search an effective component of customer self-service resolution. Relevance of understanding query intent; Significance of matching user and enterprise language and supporting different search styles; Effectiveness of adapting a search with user queries.
ACCESSION #
21102798

 

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