This morning I had to log on to United Airlines’ website to request a refund for accommodations from a recent overnight flight delay. Surprisingly there is no form specifically for this type of request on the site. I struggled with…
One of the things our clients have been asking for is automation tools that help make onsite search better. This is a great idea. For example, there’s no reason that search success metrics can’t be embedded in algorithms that A/B…
Onsite search is one of the most critical customer experiences on your website. Onsite search is also the customer experience that likely gets little attention in your management system and at budget time. Sometimes this is because site search improvement…