When a company rolls out self-service capabilities, they have to be deliberate.

Keeping use cases narrow is the way to go at first. It’s something that Patrick Quinlan, Senior Manager for Self-Service and Analytics at Citrix, has found out firsthand.

In this one, Patrick shares how Citrix has rolled out a chatbot on their site—but also how KCS (Knowledge-Centered Support) is just as important as their customer-facing tech.