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Customers increasingly want to take care of business by themselves--right on your website. Studies show they don't always want to interact with you directly. The resulting opportunities to cut contact center costs are huge. But if the online self-service experience doesn't deliver, your phones will keep on ringing.

Successful self-service leads customers to more than answers. It enables them to transact business and solve problems. If you want your customers to help themselves, make sure they actually can.

KANA Software, Inc., KANA Software, Inc.:White Paper, Designing the Great Web Self-Service Experience,
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