A Tailored Fit: Finding the Self-Service Experience That Works
by Francoise Tourniaire, Founder- FT Works and Mark Angel, Founder and CTO- Kanisa

Customers with varying expertise, different levels of affiliation with the enterprise and with different problems need very different self-service experiences. How can you deliver the right form of help to each customer when they come to your web site? How can you create an appropriate online resolution process for particular "classes" of problems? How can you segment your customers and use that segmentation to deliver the right information and knowledge? Personalized, automated customer service is possible on your web site.