Self-Service and Support Search and Navigation

Description

Can your customers (and partners) get the answers they need from your Web site? Or do they click fruitlessly along navigation paths, viewing search results that don’t provide the information they need?

Customers want the control they get from self-service, taking care of their problems on their schedule and in their language and terminology. Business executives want the internal cost efficiency and the customer loyalty that comes from providing a great self-service experience. That great experience rests on great findability.

The Essentials

• Enterprise Search Planning and Evaluation Matrix, Version 3
  A Blank Matrix to Facilitate Your Evaluation
  01/17/2008 - Susan Aldrich
• Enterprise Search Planning and Evaluation Framework, Version 3
  How to Plan and Select Search, Navigation, and Discovery Solutions for Web Sites, Applications, Intranets, and as Enterprise Platforms
  01/03/2008 - Susan Aldrich
• Enterprise Search Planning and Evaluation Framework, Version 2
  How to Plan, Select, and Manage Search and Navigation Solutions for Web Sites and Applications
  06/15/2006 - Susan Aldrich

Featured Research

• Roles and Responsibilities
  Patty’s Dream Team: Roles and Responsibilities
  03/19/2008 - Patricia Seybold with Susan Aldrich
• Avoiding Search Pitfalls
  How to Sidestep and Recover from the Worst Problems
  11/08/2007 - Susan Aldrich 
• Search Product and Company Update
  Part 1, Privately-Held Companies: Very Strong First Half in 2007
  10/11/2007 - Susan Aldrich 
• The First Big Mistake in Search and Knowledge Projects
  Establishing the Right Vision and Compelling Communications
  07/19/2007 - Susan Aldrich
• Customer Support: Success with Knowledge Management
  Developmental Model Observed
  06/07/2007 - Susan Aldrich
• Enterprise Search Evaluation: Endeca Information Access Platform V.5.1
  Ecommerce Search, Merchandising, and Marketing
  05/10/2007 - Susan Aldrich
• Enterprise Search Evaluation: Fredhopper Access Server V.6.0 Evaluation
  Marketing Automation, Scalability, and Configurable Search for Commerce
  01/25/2007 - Susan Aldrich
• Site Search Self-Assessment
  How Does Your Company’s Search Capability Stack Up?
  11/02/2006 - Susan Aldrich
• Search Product and Company Update
  Part 2, Private Companies: Strong First Half in 2006
  08/24/2006 - Susan Aldrich
• Search Product and Company Update
  Part 1, Public Companies: Slowing First Half in 2006
  08/17/2006 - Susan Aldrich
• Search Experience Metrics
  Key Indicators You Should Be Tracking for Customer Search Experience
  07/06/2006 - Susan Aldrich
• Seeker Experience Survey
  Is Search Getting Better?
  06/01/2006 - Susan Aldrich
• Knova Self-Service V.6.5: Self-Service and Support Search Solution
  Advanced Linguistics, Auto Classification, and Ontologies
  03/02/2006 - Susan Aldrich
• InQuira Self-Service and Support Search Update
  Intents, Concepts, and Advanced Linguistics
  12/01/2005 - Susan Aldrich
• BEA WebLogic Portal V.8.1
  Good Portlet Support, Content Management, and Search to Help Implement Your Customer Portals
  09/29/2005 - Mitchell Kramer
• IBM’s Strategy for Search
  Unstructured Information Management Architecture Signals Sea Change
  09/08/2005 - Susan Aldrich
• iPhrase OneStep InterAct V.5.1 Self-Service and Support Search Solution
  Excellence in Search Management, Reporting, and Managed Escalation
  08/25/2005 - Susan Aldrich
• Are You Handling Content Management as a Customer-Critical Issue?
  Shoddy Content Management Will Adversely Impact the Value of Your Company
  07/21/2005 - Patricia Seybold
• In Google We Trust?
  What’s Google’s Impact on Your Strategy?
  07/07/2005 - Patricia Seybold
• Discovering Findability Requirements from Customer Scenario Maps
  Building Your Search and Navigation Approach
  05/12/2005 - Susan Aldrich
• Evaluating Self-Service and Support Search Solutions
  Summarizing the Evaluation Framework, the Seven Solutions, and the Comparisons
  02/03/2005 — Susan Aldrich
• PSGroup Bull’s-Eye: Self-Service and Support Search Solutions
  Which Providers Offer the Best Overall Capabilities? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
  01/27/2005 — Susan Aldrich
• PSGroup Bull’s-Eye: Self-Service and Support Search Solutions
  Which Providers Offer the Best Architecture Features? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
  01/20/2005 — Susan Aldrich
• PSGroup Bull's-Eye: Self-Service and Support Search Solutions
  Which Providers Offer the Best Design and Development Features? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
  01/13/2005 — Susan Aldrich
• An Executive's Guide to Search and Findability
  How to Optimize Search Investments to Improve Your Customer Experience
  12/03/2004 — Susan Aldrich
• PSGroup Bull’s-Eye: Self-Service and Support Search
  Which Providers Offer the Best Controls for Managing the Search Experience? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
  12/02/2004 — Susan Aldrich
• PSGroup Bull's-Eye: Self-Service and Support Search Solutions
  Which Providers Offer the Best Retrieval and Results Capabilities? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
  11/23/2004 — Susan Aldrich
• Self-Service and Support Search Solution Evaluation Matrix
  A Blank Matrix to Facilitate Your Evaluation Framework
  10/28/2004 — Susan Aldrich
• Self-Service and Support Search Solution Comparison Matrix
  EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus Compared to Our Evaluation Framework
  10/28/2004 — Susan Aldrich

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