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 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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6 Tips for Creating an AMAZING Self-Service Experience

  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!

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