Self-Service and Support Search Solution Evaluation Framework

Criteria for Selecting Search, Navigation, and Discovery Solutions for Customer and/or Partner Self-Service and Support

June 17, 2004

We define self-service and support search as the technologies that enable your site to guide a customer (or other user) to resolving his problem, performing research, and getting answers to questions. Our Self-Service and Support Search Solution Evaluation Framework guides our research into the effectiveness of various vendor offerings, and it should guide yours as well. Our evaluation criteria are based on customer requirements, and we describe our assumptions in enough detail that you can identify which requirements are the most and least important in your situation. Using our evaluation framework, especially in conjunction with our detailed product evaluations, will help you make the right search solution choices.


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