For all the considerable investments vendors have made in self-service, customers report only a 45% success rate according to the latest benchmark from the Technology Services Industry Association (TSIA).  Most vendors make their customer leave the product, login to a support website, and then type in a generic query before becoming frustrated with irrelevant results. A much better method is to keep your customer in the product, pass proper context about who they are and what they are doing to your search engine, and return a list of highly relevant results. And that’s exactly what my client Adobe is now doing.

Continue reading