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.

	Is Web Self-Service Right for You? | more info | view | add | email to a friend
Recognize whether or not your organization and customers would benefit from deploying next generation web self-service. This white paper includes knowledge of industry best practices and research conclusions from the likes of Forrester, Jupiter Research, Gartner and others. Learn the six telltale signs that your organization, and your customers, are poised to benefit from next generation web self-service.
	The Top Three Myths of Knowledge Management for Customer Service | more info | view | add | email to a friend
For years now, the Knowledge Management industry has been laboring under the misguided notion that when it comes to customer and self-service, content (often in the form of documents) is king. The more you have, (and the more efficiently you can index what you have by keyword), the better. 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
	Going Mobile: Mobile Customer Service Moves to the Forefront of Multi-Channel Interaction | more info | view | add | email to a friend
Consumers of all ages are going mobile - and they're bringing their customer service questions along with them. Businesses must now provide a highly satisfying mobile customer experience, or risk losing customers to competitors who can. This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile customer service solution must be channel-specific to mobile, and deliver efficiency, accuracy and simplicity.  Download the white paper and learn the five essential steps for how you can best integrate mobile customer service into your organization.
	Web Self-Service in Telecommunications: Growth, Differentiation, and a Sustainable Solution to High Cost Customer Support | more info | view | add | email to a friend
This white paper presents the blueprint for making telecom customer support organizations leaner and more responsive through Web Self-Service. 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.
	5 Reasons Why Focusing on Web Self-Service in a Downturn Pays Off | more info | view | add | email to a friend
Learn the five reasons why leveraging web self-service to enhance the customer experience makes sense now more than ever. 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.
	Seybold Report: Customer Service Company and Product Update Q12009 | more info | view | add | email to a friend
Get an update on the progress of the KM-based customer service market and IntelliResponse. 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.
	Seybold Report: Framework for Evaluating Customer Self-Service Products and Services | more info | view | add | email to a friend
Learn how to evaluate service solutions that deliver a great end-to-end customer experience. 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.
	Jupiter Research Report: Site Visitor Frustrations with Web Site Self-Service and Search | more info | view | add | email to a friend
Learn what web visitors have to say about current online tools for site search and self-service from this Jupiter conducted survey. 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.
	Customer Experience Management & the Financial Services Provider | more info | view | add | email to a friend
Learn the best ways to use exceptional customer experience to differentiate your institution in the rapidly evolving financial services 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 financial services institution.
	Customer Experience Management & the Insurance Provider | more info | view | add | email to a friend
In today’s highly competitive insurance market, there is no margin for error when it comes to attracting and retaining high-value customers. Insurance providers must now offer more channels of communication, more customer options, and faster responses than ever before in order to stay ahead of the competition. 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.
	Web Self-Service and the Multi-Channel Customer Experience | more info | view | add | email to a friend
In today's highly competitive economic climate, there is no margin for error when it comes to attracting and retaining customers. Businesses must now offer more channels of communication, more customer options, and faster responses than ever before. 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.

	2009 Voice of the Student Report | more info | view | add | email to a friend
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.
	6 Reasons Why Web Self-Service Makes a Leaner, More Responsive Institution | more info | view | add | email to a friend
Learn the 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. 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.
	Going Mobile: Web Self-Service for Students | more info | view | add | email to a friend
For many higher education institutions, delivering a superior level of student service has become a truly “multi-faceted” challenge with the new paradigm of the Web, Social Media and Mobile. And increasingly, students are no longer tethered to a landline phone, laptop or desktop computer when they begin their higher education journey. This knowledge paper examines and explores the increasing adoption of mobile devices by students for interaction with higher education institutions like yours. Learn how your institution can embrace mobile customer service to successfully deliver student self-service in this new multi-channel environment.