Smartlogic & SDL; maximize ROI on technical communications

In today’s hyper-connected world, the shift to digital content presents unique challenges for organizations who want to leverage product documentation to drive customer self-service delivery and improve ROI.

Recent studies show:

  • 37% of customers call a support line if they cannot find the right information online
  • 23% of customers email customer support if they cannot find the right information online
  • By 2020, customers will manage 85% of their interactions without talking to humans – this includes sales, marketing, help and customer support

This trend toward customer self-service, requires that users are able to quickly locate the information they need in real-time. If information is not readily available, the cost to the enterprise in wasted time, customer satisfaction and frustration is considerable and in some cases, products and services become unprofitable.

To learn how one global technology organization arms their customers and support team by investing in the technologies of Smartlogic and SDL to improve customer self-service delivery through their support website, download the case study.