On-Demand Webinar

The Secret to Data-Driven Self-Service Success

Duration: 42 min

Presented by:

John Ragsdale
John Ragsdale

Vice President Research, Technology and Social, at TSIA

Mike Raley
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.

Paul Knight
Paul Knight

Customer Success Manager, Coveo

How do you know if your customers are being successful on your self-service site? That’s the challenge support leaders are faced with when they attempt to understand knowledge usage, drive case deflection, improve experiences, and measure the ROI of their self-service programs. With many disparate systems in place, getting one consolidated view of what customers are looking for, and finding (or not finding) has been nearly impossible. Most common approaches involve a high degree of triangulation and assumptions - which doesn’t necessarily instill confidence in support leaders’ ability to report strong metrics.

Watch this webinar replay with TSIA to learn why search usage analytics is the only way to get a clear vision of your self-service journeys, content consumption and positive outcomes. We’ll share best practices on how to leverage them to:

  • Understand the behavior and success of your users
  • Track the performance of your content and identify gaps
  • Leverage AI to learn from your crowds at scale
  • Accurately measure success and quantify the impact