 
In this webinar, InQuira customer Mentor Graphics shares best practices for Web self service, demonstrating how they were able to reduce call volumes while improving customer satisfaction.
The key to right channeling is to deliver an automated Web-based self-service experience that delights customers as much or more than using the assisted-service channels (phone, email, chat).
Join us to learn how Mentor Graphics, an innovator in customer support best practices and one of just seven companies to win the prestigious Lifetime Achievement Award from the SSPA, delivers 5-STAR support to over 20,000 companies worldwide. Mentor Graphic’s adoption of the latest self-service technologies has reduced call center volumes by an estimated 18% while improving service quality and customer satisfaction.
Click the title below to view the webinar:
Right Channeling: Making the Web a Preferred
Service Channel for Customers |
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Featured customer:
In this webinar you will learn how Mentor Graphics and others leverage the latest self-service search technology to:
- Make Web self-service the channel of choice for customers
- Accurately comprehend customers’ service needs
- Access content not just from the Web site FAQ, but also from knowledge bases, documents, applications, and databases
- Deliver exact answers in a personalized interface that anticipates relevant next steps in the customer’s service cycle
Presenters:
- Ginger Conlon, Editor-in-Chief, CRM magazine
- Bob Macdonald, Chief Marketing Officer, InQuira
- Christine Egli, Web Support Director, Worldwide Customer Support, Mentor Graphics
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