10. September 2026 | tekom Sweden

Webinar: "The Myth of Customer Self-Service: Why Only 14% of Self-Service Requests Are Fully Resolved and How Smarter Technical Documentation Can Fix It"

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We are excited to invite you to the webinar "The Myth of Customer Self-Service: Why Only 14% of Self-Service Requests Are Fully Resolved and How Smarter Technical Documentation Can Fix It" with Alex Masycheff from conceito GmbH.

Contents:
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'll explore the fundamental reasons behind this gap. You'll learn:
- 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, conceito GmbH

Biography:
Alex Masycheff has been in the content industry for 30+ years. He lead implementation of content management and knowledge management solutions in many companies, including Kodak, Siemens, Netgear, Toyota, Mercedes-Benz, and EMC.  Alex believes that the key to leveraging the value of the product content is in combination of semantically rich structured content, automation, and artificial intelligence.

Event details:
Webinar: "The Myth of Customer Self-Service: Why Only 14% of Self-Service Requests Are Fully Resolved and How Smarter Technical Documentation Can Fix It"
Date: 10 September 2026
Time: 12.00-13.00

The webinar is in English.