I was fortunate to have been interviewed by the Business Software Advisor for their blog, CRM Buzz. The topic at hand was the introduction of assisted knowledge base searching in the PhaseWare Self Service Center application. The Interview with Hoyt Mann was published today and I am very excited, not only about the subject of the interview but the new features we have developed for our Self Service Center application. Please read CRM Buzz for my take on Self Service in customer service.
