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The Myth of Customer Self-Service
Alex Masycheff
Abstract
The Myth of Customer Self-Service: Why Only 14% of Self-Service Requests Are Fully Resolved and How Smarter Technical Documentation Can Fix It
Customer self-service has long been promoted as the key to reducing support costs while improving customer satisfaction. Yet the reality is very different. According to the Gartner's research, only 14% of customer service requests are fully resolved through self-service. Why does self-service fail so often, even when organizations invest heavily in knowledge bases, help centers, and product documentation?
In this session, we explore the fundamental reasons behind this gap.
Details
- Startzeit
- 10.09.26 | 00:00 Uhr
- Endzeit
- 10.09.26 | 01:00 Uhr
- Zeitzone
- Europe/Berlin
- Host/Gastgeber
- tekom Sweden
- Aufzeichnung
- Aufzeichnung nur für eingeloggte Mitglieder verfügbar.
- Folien
- Folien nur für eingeloggte Mitglieder verfügbar.
Lernziele
- What it actually means to "deliver the right content to the right people at the right time"
- Why structured content enriched with metadata is a must-have component of any customer self-service solution, but alone it won't help much
- Why customers need knowledge rather than content
- How to transform your content to knowledge
Speaker
Alex Masycheff
Alex Masycheff is a CEO of Intuillion Ltd. that develops solutions for managing, automating, and delivering content. Alex has been in the content industry for 25+ years. He lead implementation of XML-based solutions in many companies, including Kodak, Siemens, Netgear, and EMC. Alex believes that a combination of structured content, AI, and NLP can provide users not only with precise answers on direct questions, but navigate them through the opportunities that the users don’t even realize that they exist.