Designing the Great Self-Service Experience




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Avoid failed self-service. Explore the best practices of several KANA implementations to help you deliver self-service that aligns with customer expectations while helping to contain service costs.

Here, you will find guidelines and tips for four crucial aspects of great customer self-service:

  • The usability of the self-service site
  • The ability to find information quickly and easily (findability)
  • The freshness and relevance of content to the specific
  • The need for a seamless escalation experience
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