Designing the Great Self-Service Experience

Avoid failed self-service. Explore the best practices of several KANA implementations to help you deliver self-service that aligns with customer expectations while helping to contain service costs.

Here, you will find guidelines and tips for four crucial aspects of great customer self-service:

• The usability of the self-service site
• The ability to find information quickly and easily (findability)
• The freshness and relevance of content to the specific
• The need for a seamless escalation experience

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