Overcoming the Roadblocks to Self-Service Success

Duration: 32 min

Focus on improving self-service is at an all-time high, with good reason: self-service is less expensive than other forms of support, customers prefer it, and when you get it right, satisfaction and loyalty rise. But, is your self-service portal or online community still making it too hard for customers?

Listen to TSIA’s VP Research, Customer Success & Support Services Judith Platz and Coveo’s VP of Customer Success Jen MacIntosh for a best practices webinar that analyzes:

  • Why so many self-service programs fail, and what it takes to create a winning self-service strategy (hint: people, process & technology)
  • How advances in contextual search and cloud-powered machine learning make self-service more effortless for your customers – and your team
  • How you can automatically learn from your customers to always deliver the most relevant answer for everyone, without manual effort

Don’t let roadblocks like information silos, ever-changing content, and past project failures stand in the way of delivering the self-service experience your customers deserve.

Listen to this webinar and find out what it takes to create and sustain self-service success.

Presented by:

Judith Platz

Vice President Research, Support Services at TSIA

Jennifer Macintosh

VP, Customer Experience

Jennifer MacIntosh has over 20 years experience working with high-tech and financial services companies helping them to establish, lead, and grow their Customer Experience and Knowledge Management practices.

Top Women Leaders in SaaS 2018

As VP of Customer Experience, Jennifer is an advocate for the customer who leads customer engagement, adoption and value realization of the Coveo solution. She is passionate about helping companies leverage self-service and reuse knowledge to improve the customer experience while managing their organizational costs.

Prior to joining Coveo, Jennifer was Founder and Principal of Okas Consulting, a global consulting practice and former Coveo partner. Jennifer has also held executive roles as a change agent who significantly improved the customer experience at Yahoo, Quest Software (Dell) and Cognos (IBM).

Jennifer has deep knowledge and expertise in Analytics, Customer Experience, Support, Self-Service, and Knowledge Management. She is a certified KCS Practitioner, Trainer and active industry contributor.

Jennifer resides in Ottawa with her family and in her spare time enjoys painting abstract art.