Helping Customers Help Themselves - Optimising Customer Experience by Improving Search Task Flows.
Sue HesseyPublished in: HCI (23) (2015)
Keyphrases
- improving search
- customer satisfaction
- customer behavior
- customer service
- customer relationship management
- marketing strategies
- customer data
- web search
- potential customers
- customer preferences
- call center
- customer requirements
- query expansion
- direct marketing
- customer segmentation
- retail banking
- customer demand
- service times
- market segments
- customer support
- customer base
- customer orders
- banking industry
- marketing campaigns
- online stores
- customer churn
- service providers
- service quality
- web search engines
- customer loyalty
- data mining