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

One size does not fit all. 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? One size does not fit all customers – this is critical to understand as a business and can have enormous implications for customer satisfaction and adoption of cost-effective self-service. Personalized, automated customer service is possible on your web site.