Avoiding the Top 10 Web Self-Service Mistakes

Self-service has become a key foundation for multi-channel CRM and leveraging the power of online communication and peer support. Learn from the recognized experts on how to optimize your online service and avoid the most common pitfalls - especially when blending traditional customer service models with new consumer/Web 2.0 approaches. Learn about emerging best and worst practices!: What to expect from and how to measure self-service. Where content and KM fit in. How to drive user adoption. Who you should target. When it's time to offer live support like chat or user forums.