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6 Tips for Creating an AMAZING Self-Service Experience

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72% of customer prefer self-service to resolve their support issues over picking up the phone or sending an email - but only half actually find the information they're looking for (Forrester …

72% of customer prefer self-service to resolve their support issues over picking up the phone or sending an email - but only half actually find the information they're looking for (Forrester Research). Start providing AMAZING self-service support with these 6 easy, effective tips.

If you're looking for more about how to provide amazing self-service support, download our 35-page eBook here: http://offers.desk.com/self-service-guide

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  • 1. Tips for Creating an AMAZING Self-Service Experience 6  
  • 2. IT’S OFFICIAL….
  • 3. SELF-SERVICE IS ONTHE RISE
  • 4. IN FACT…
  • 5. prefer self-service to resolve their support issues over picking up the phone or sending an email. 72% of customers   Forrester Research
  • 6. But only HALFof them are finding the information they’re looking for! Forrester Research
  • 7. You need to build a self-service experience that your customers will LOVE!
  • 8. 0SEARCH RESULTS And not be faced with a lack of product information.
  • 9. That’s why Desk.com has put together 6 tips to creating an AMAZING self-service experience for your customers.
  • 10. 1.DO A PERIODIC REVIEW OF ALL KNOWLEDGE BASE ARTICLES
  • 11. SET AN EXPIRATION DATE FOR EVERY KNOWLEDGE BASE ARTICLE
  • 12. Use the Do.com integration with Desk.com to easily add tasks and manage support center projects
  • 13. In addition to tracking what people are searching for in the support center, we try to read between the lines and get a feel for what might be lacking based on those searches (or what needs new keywords to show up better in search). Anything identified is added to our Do.com projects. ”   “   Dianna Potter Support Engineer, Desk.com
  • 14. BY SETTING AN EXPIRATION DATE…
  • 15. KNOWLEDGE BASE CONTENT IS CONSTANTLY UPDATED SOTHAT IT’S FRESH AND RELEVANT FORTHE CUSTOMER.
  • 16. 2.ALWAYS IMPROVE YOUR KNOWLEDGE BASE ARTICLES
  • 17. I found this article helpful I did not find this article helpful ALLOW CUSTOMERSTO RATE KNOWLEDGE BASE CONTENT
  • 18. Thank You✓   ALLOW CUSTOMERSTO RATE KNOWLEDGE BASE CONTENT
  • 19. Check out Desk.com’s Content Management page for all Knowledge Base articles.
  • 20. Managers are able to see the ratings of Knowledge Base articles and evaluate if it needs to be revised or not
  • 21. Identify the top 10 highest rated and lowest rated knowledge base articles that your customers use, and rewrite them on a content calendar. ”   “   Greg Meyer Mentor, TechStars & Customer Service Expert  
  • 22. 3.KEEPTHE CUSTOMER’S JOURNEY IN MINDWHEN WRITING A KNOWLEDGE BASE ARTICLE
  • 23. SEARCH VIEW RESULTS READ ARTICLE FIND SOLUTION A   B   C   HERE IS A TYPICAL CUSTOMER JOURNEY
  • 24. SEARCH VIEW RESULTS READ ARTICLE FIND SOLUTION A   B   C   A   A customer searches for an article, does not find relevant search results and exits.
  • 25. SEARCH VIEW RESULTS READ ARTICLE FIND SOLUTION A   B   C   B   A customer searches for an article, reads an article, does not find relevant information in the article and exits.
  • 26. SEARCH VIEW RESULTS READ ARTICLE FIND SOLUTION A   B   C   C   A customer searches for an article, reads an article, does not find relevant information and returns to searching.
  • 27. SEARCH VIEW RESULTS READ ARTICLE FIND SOLUTION A   B   C   MAKE SURE KNOWLEDGE BASE CONTENT IS OPTIMIZED TO SO THAT THE CUSTOMER GETS…
  • 28. SEARCH VIEW RESULTS READ ARTICLE FIND SOLUTION A   B   C   HERE! MAKE SURE KNOWLEDGE BASE CONTENT IS OPTIMIZED TO SO THAT THE CUSTOMER GETS…
  • 29. 4.EXAMPLE OF AN AWESOME ONLINE SUPPORT CENTER
  • 30. WHY DOES SPACE HEROES HAVE AN AWESOME ONLINE SUPPORT CENTER?
  • 31. The Space Heroes support center is fun and designed around their brand. The customer feels they are in their element and overall comfortable with the support center.
  • 32. If a customer can not find the article he/she is looking for, Space Heroes’s contact information is only a click away. Make sure an escalation path is easily laid out for the customer.
  • 33. “Browse by Topic” is a simple and effective way layout for customers to easily navigate. With just a few clicks, customers can locate and read the article they are looking for.
  • 34. 5.PROACTIVELY FLAG CASES THAT NEED SELF-SERVICE CONTENT
  • 35. Make sure you’re flagging cases that have a need for self-help content. Keep a list and keep writing up those articles. ”   “   Graham Murphy Director of Customer WOW, Desk.com  
  • 36. Tracy Hisaka Jaime Kavanagh Customer When a Customer WOW agent experiences multiple customer inquiries with the same question, they label them as “Support Center Candidates” where the ticket is then evaluated as a possible new piece of content.
  • 37. Tracy Hisaka Jaime Kavanagh Customer When a Customer WOW agent experiences multiple customer inquiries with the same question, they label them as “Support Center Candidates” where the ticket is then evaluated as a possible new piece of content.
  • 38. BY FLAGGING CASES,YOU’RE ACTIVELY DEFLECTING CALLS AND EMAILS.
  • 39. MEANING…
  • 40. CUSTOMERS ARE SERVINGTHEMSELVES AND NO LONGER CALLING OR EMAILING YOUR SUPPORTTEAM.
  • 41. 6.OPTIMIZE YOUR SUPPORT CENTER FOR ALL DEVICES
  • 42. 50% of smartphone users would prefer to use a mobile customer service app to try to resolve their customer service issue before calling a contact center. -EchoResearch
  • 43. Provide a consistent multichannel experience and allow customers to solve their own problems on the go!
  • 44. LOOKING FOR MORE INFORMATION ABOUT SELF-SERVICE SUPPORT?
  • 45. DOWNLOAD OUR 35-PAGE EBOOK: “THE ULTIMATE GUIDETO SELF-SERVICE SUPPORT FOR FAST-GROWING COMPANIES” DOWNLOAD NOW
  • 46. Also don’t forget to check out Desk.com to help your company provide amazing self-service support!