On average, 93% of customers begin their support journey on Google, but too often customer service leaders neglect third-party search engines and instead focus on help centers, ticketing systems, and knowledge bases.
In order to create a seamless Digital Customer Experience (DCX), businesses need to meet customers and agents where they are — regardless of whether that's on Google or a help site.
In this webinar, John Ragsdale, Distinguished VP of Technology Ecosystems at TSIA, and Joe Jorczak, Head of Industry for Service & Support at Yext, discuss effective knowledge management strategies that can improve the usefulness of your business's content in every channel.
This session covers:
- The current knowledge management landscape
- The critical difference between findability vs. discoverability (and how to optimize for both)
- Best practices for getting the most value out of your support-related content and knowledge resources