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. This trend toward customer self-service can only be effective if 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 reputation is considerable.
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. The customers site supports 500 million customer visits each year from 75 countries with content in 14 languages. Using a managed web experience with a central, real-time view of the taxonomy powers front and back end system and ensures every system has the current classifications and can correctly tag, organize, and serve content to orchestrate the experience.
Download this case study to see how this technology organization used the power of Semaphore and SDL to drive self-service delivery and improve ROI.
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