Improving the Effectiveness of Web-based Self-Help: How to Make “Self-help” Systems Really Solve Customers’ Problems
by Jim Rohrer, Sr. Manager, Web-based Support & Technical Communications, Toshiba America Information Systems, Inc. 

Jim Rohrer, Sr. Manager, Web-based Support & Technical Communications Toshiba America Information Systems, Inc. – Computer Systems Group Self-help systems loaded with documented solutions don’t necessarily solve problems for customers. You also need to make sure the right processes and services are in place to direct the customer to the information, and direct feedback from the customer is critical. What questions are being asked? Are good answers available? Are you solving real problems? Not to mention, are you reducing costs at your call center, and by how much?

In this session we’ll show how the Computer Systems Division of Toshiba America Information Systems (TAIS) is using their website’s “Ask Iris” feature (a web-based search system using Natural Language Processing technology delivered by WexTech’s AnswerWorks), AnswerWorks Analytics Reports, and online surveys to better understand its customers’ needs and to provide superior self-help.