Help Customers Help Themselves: 3 Digital Self-Service Strategies That Work

Duration: 47 minutes

Many organizations planned to improve their digital self-service offerings in some way this year: investing in chatbots, in-product help, communities, knowledge management, video content, search, and more. But given the new reality we’re all living in, your customers need better digital self-service now. It just can’t wait.

This research-based briefing designed to help you quickly adapt to your customers’ needs for self-service - and take the pressure off your contact center - fast. You’ll learn the practices of digital experience leaders from Informatica, Ellucian, VMware, Tableau, and others which are proven to:

  • Help customers easily find information on their own, using the data and knowledge you already have.
  • Connect customers with answers where they are and enable them to resolve issues using your lowest-cost channels.
  • Reduce the pressure on your support engineers by empowering them with swift access to all of the contextually relevant knowledge they need to solve cases.

Watch this session on-demand now!

Mike Raley

SVP, Marketing

Mike Raley is Senior Vice President of Marketing at Coveo. Mike has fifteen years’ experience working at high-growth B2B software & services firms, in a range of global marketing and operations roles. Mike joined Coveo in 2011 and previously served as Sr. Director of Demand Generation & Marketing Operations.

Prior to joining Coveo, Mike served as Marketing Director with Aspect Software, a leading provider of customer contact software. At Aspect, he led a team responsible for demand generation, field and customer marketing programs and events. Mike also served as Marketing Director at FTI Technology, the e-discovery software & services division of FTI Consulting, and at Sapient, where he managed operations, marketing, sales support and customer loyalty teams and programs.

Mike currently serves on the Partner Advisory Board of the Technology Services Industry Association. He lives in New York City and has a bachelor's degree from the University of Connecticut.

Ezmie Bouchard

Product Manager at Coveo

John Ragsdale

Vice President Research, Technology and Social, at TSIA