GARTNER report: 11 Fundamental Capabilities to Build Your Customer Self-Service Portal(pdf)

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GARTNER report: 11 Fundamental Capabilities to Build Your Customer Self-Service Portal(pdf)

Key findings and recommendations regarding Digital Portals

Capability 1

External and Site Search

The capability for both external and internal search has moved past keyword inclusion and must provide content context, relevance and value. There is a need to understand your customer’s questions using common everyday language. • Support pages and content must be ....

Read the whole report here