Finding Answers With Self-Service
Support solutions pick up where FAQs leave off, meld technologies.Probably a vast majority of the visits to company Web sites are to find the answer to a question. For the most basic questions, often a standard FAQ will work fine. But when the questions move from the common variety to complex queries about specific issues (such as technical support or integration issues), most FAQs come up short. Typically, the next step is to either submit a question through e-mail or pick up a phone and call customer supportbut neither option is completely satisfactory.
Many organizations attempted to find a middle ground by making the knowledge bases that the support staff used accessible to customers through a standard search interface on the Web. This was more cost-effective and informative than telephone or e-mail solutions but was still imperfect, especially given the regular failings of standard search technology.