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MindTouch Success Center

Self-Service Strategy

Self-Service Strategy
Make it easy for customers to find answers with timely and authoritative knowledge wherever they are.

Customer self-service goals

  • Provide a low-effort support channel for customers
  • Increase customer loyalty by allowing customers to successfully self-serve
  • Deflect support tickets by providing a guided self-service experience
  • Reduce mean-time-to-resolution by allowing agents to quickly find solutions for customers
  • Generate actionable analytics to prioritize optimization efforts
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