Taxonomies for Customer Support

Building applications and systems to support customer processes - either self service or call center support - requires an understanding of your customer's 'intent' as well as their mental model. Terminology has to be intuitive and self evident in the case of self-service, or needs to lead the service rep down the correct path in the case of call center support.

In this session, you'll hear about utilizing taxonomies for customer web self-service and call center support, including:

• A large health insurance company who will discuss how they approached developing a taxonomy and metadata standard to support a 17,000 person call center
• A case study about a large UK based telecom service company and how they structured content and tagging to support web self service and an interactive voice response (IVR) deployment.