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White Papers 
Through our knowledge series of white papers and third-party analyst reports, learn how Web Self-Service can empower your organization to deliver the One Right Answer to your customers.
Commercial Industry White Papers
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Seybold Report: Customer Service Company and Product Update Q12009
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In this report by the Patricia Seybold Group, a Boston-based consulting and research firm specializing in helping Fortune 500 companies with their e-business strategies, they provide an update on the progress of the KM-based customer service market and IntelliResponse. | |
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Web Self-Service in Telecommunications: Growth, Differentiation, and a Sustainable Solution to High Cost Customer Support
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Many telecom providers are struggling with customer experience online, and face a major upswing in support costs as a result. Does this sound familiar? Are you seeking ways to reduce your customer support costs AND increase customer satisfaction? In this latest addition to the IntelliResponse knowledge series, we present the blueprint for making telecom customer support organizations leaner and more responsive through Web Self-Service. | |
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5 Reasons Why Focusing on Web Self-Service in a Downturn Pays Off
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Investing in the customer experience has never been more important. In this latest addition to the IntelliResponse knowledge series, we present five reasons why leveraging web self-service to enhance the customer experience makes sense now more than ever. | |
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Jupiter Research Report: Site Visitor Frustrations with Web Site Self-Service and Search
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The Internet continues to evolve into an increasingly valuable research, shopping and customer support tool for customers. Publishers who fail to provide a clear and concise means of gathering and sharing information with their customers will suffer decreased overall sales as well as diminished customer loyalty. Learn what web visitors have to say about current online tools for site search and self-service from this Jupiter conducted survey. | |
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Seybold Report: Framework for Evaluating Customer Self-Service Products and Services
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In this report by the Patricia Seybold Group present their evaluation framework for customer self-service products. Senior VP and Senior Consultant, Mitchell I. Kramer, explains how to evaluate service solutions that deliver a great end-to-end customer experience. The Patricia Seybold Group is a Boston-based consulting and research firm specializing in helping Fortune 500 companies with their e-business strategies. | |
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Customer Experience Management & the Financial Services Provider
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Customer Experience Management & the Insurance Provider
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This white paper examines the best ways to use exceptional customer experience to differentiate your organization in the rapidly evolving insurance industry. Beginning with your contact center and web properties, and extending out to include assisted channels, mobile and new social media, we examine the multi-channel approach necessary to successfully manage the customer experience for your organization. | |
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Web Self-Service and the Multi-Channel Customer Experience
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This white paper examines the best ways to use exceptional customer service to differentiate your organization in the rapidly evolving multi-channel customer service environment. Beginning with your contact center and web properties, and extending out to include assisted channels, mobile and new social media, this paper examines the multi-channel approach necessary to successfully manage the customer experience for an organization. | |
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The Top Three Myths of Knowledge Management for Customer Service
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This rather insular notion is at the heart of why KM is hurting the customer experience for many organizations. The bottom line is that Customer Relationship Management (CRM), Content Management (CMS & ECM) and intelligent search solutions all get a failing grade when evaluated against today’s customer and eService challenges. As a result, many corporate efforts designed to enhance self and e-Service options often fail the very people they were designed to help: the end customers. In this white paper, we examine why KM is hurting your customers, and what you can do about it. The following top three myths of knowledge management as they relate to customer service are challenged: Myth #1: The "Value" of Existing Content Myth #2: Content can be Applied Readily to Growing Channels Myth #3: Search is the Best Way to Connect Customers to Answers | |
Higher Education White Papers
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6 Reasons Why Web Self-Service Makes a Leaner, More Responsive Institution
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How can you leverage web-based technologies to help reduce inbound student calls to your Enrollment, Student Services, Registrar and other administrative departments while enhancing the student experience? In this latest addition to the IntelliResponse knowledge series, we present six key reasons why educational institutions are leveraging web self-service to stay lean and responsive, and to better address the demands of their constituents. | |
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2009 Voice of the Student Report
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What's really on the mind of modern students as they seek out answers from current and prospective schools? For the first time ever, here's a comprehensive report that shows you. The 2009 Voice of the Student Report from IntelliResponse uncovers key insights into the online questions posed by millions of students across North America – and how those questions impact departments, administrators and staff at your institution. The report analyzes more than three years of compiled data on real questions from real students, and provides insightful 'trend spotting' commentary on what today's students expect from schools – now and in the future. The report also outlines recommendations on how to use this trending data to improve the student experience at your school. | |
