Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Tips for Creating an
AMAZING
Self-Service Experience
6	
  
IT’S OFFICIAL….
SELF-SERVICE IS ONTHE
RISE
IN FACT…
prefer self-service to resolve their support issues
over picking up the phone or sending an email.
72% of customers 	
  
F...
But only HALFof them are
finding the information they’re
looking for!
Forrester Research
You need to build a
self-service experience
that your customers will
LOVE!
0SEARCH RESULTS
And not be faced with a lack
of product information.
That’s why Desk.com has put together
6 tips to creating an AMAZING
self-service experience for your
customers.
1.DO A PERIODIC
REVIEW OF ALL
KNOWLEDGE
BASE
ARTICLES
SET AN EXPIRATION DATE FOR
EVERY KNOWLEDGE BASE
ARTICLE
Use the Do.com integration
with Desk.com to easily add
tasks and manage support
center projects
In addition to tracking what people are searching
for in the support center, we try to read between
the lines and get a fe...
BY SETTING AN EXPIRATION DATE…
KNOWLEDGE BASE CONTENT
IS CONSTANTLY UPDATED SOTHAT IT’S
FRESH AND RELEVANT
FORTHE CUSTOMER.
2.ALWAYS
IMPROVE
YOUR
KNOWLEDGE
BASE ARTICLES
I found this article helpful
I did not find this article helpful
ALLOW CUSTOMERSTO
RATE
KNOWLEDGE BASE CONTENT
Thank You✓	
  
ALLOW CUSTOMERSTO
RATE
KNOWLEDGE BASE CONTENT
Check out Desk.com’s
Content Management page
for all Knowledge Base
articles.
Managers are able to
see the ratings of
Knowledge Base
articles and evaluate
if it needs to be
revised or not
Identify the top 10 highest rated
and lowest rated knowledge base
articles that your customers use,
and rewrite them on a ...
3.KEEPTHE
CUSTOMER’S
JOURNEY IN
MINDWHEN
WRITING A
KNOWLEDGE
BASE ARTICLE
SEARCH VIEW RESULTS READ
ARTICLE
FIND
SOLUTION
A	
   B	
  
C	
  
HERE IS A
TYPICAL CUSTOMER JOURNEY
SEARCH VIEW RESULTS READ
ARTICLE
FIND
SOLUTION
A	
   B	
  
C	
  
A	
   A customer searches for an
article, does not find re...
SEARCH VIEW RESULTS READ
ARTICLE
FIND
SOLUTION
A	
   B	
  
C	
  
B	
   A customer searches for an
article, reads an articl...
SEARCH VIEW RESULTS READ
ARTICLE
FIND
SOLUTION
A	
   B	
  
C	
  
C	
   A customer searches for an
article, reads an articl...
SEARCH VIEW RESULTS READ
ARTICLE
FIND
SOLUTION
A	
   B	
  
C	
  
MAKE SURE KNOWLEDGE BASE CONTENT IS OPTIMIZED
TO SO THAT ...
SEARCH VIEW RESULTS READ
ARTICLE
FIND
SOLUTION
A	
   B	
  
C	
  
HERE!
MAKE SURE KNOWLEDGE BASE CONTENT IS OPTIMIZED
TO SO...
4.EXAMPLE OF
AN AWESOME
ONLINE
SUPPORT
CENTER
WHY DOES SPACE HEROES HAVE AN
AWESOME
ONLINE SUPPORT CENTER?
The Space Heroes support center is
fun and designed around their brand.
The customer feels they are in their
element and o...
If a customer can not find the article
he/she is looking for, Space Heroes’s
contact information is only a click
away. Mak...
“Browse by Topic” is a simple and
effective way layout for customers to
easily navigate. With just a few clicks,
customers ...
5.PROACTIVELY
FLAG CASES
THAT NEED
SELF-SERVICE
CONTENT
Make sure you’re flagging
cases that have a need for
self-help content. Keep a list
and keep writing up those
articles.
”	
...
Tracy Hisaka
Jaime Kavanagh
Customer
When a Customer WOW agent
experiences multiple customer
inquiries with the same
quest...
Tracy Hisaka
Jaime Kavanagh
Customer
When a Customer WOW agent
experiences multiple customer
inquiries with the same
quest...
BY FLAGGING CASES,YOU’RE ACTIVELY
DEFLECTING CALLS AND EMAILS.
MEANING…
CUSTOMERS ARE SERVINGTHEMSELVES
AND NO LONGER CALLING OR EMAILING
YOUR SUPPORTTEAM.
6.OPTIMIZE
YOUR
SUPPORT
CENTER FOR
ALL DEVICES
50% of smartphone users
would prefer to use a mobile customer
service app to try to resolve their
customer service issue b...
Provide a consistent
multichannel
experience and allow
customers to solve
their own problems
on the go!
LOOKING FOR MORE INFORMATION ABOUT
SELF-SERVICE SUPPORT?
DOWNLOAD OUR 35-PAGE EBOOK:
“THE ULTIMATE GUIDETO SELF-SERVICE
SUPPORT FOR FAST-GROWING COMPANIES”
DOWNLOAD NOW
Also don’t forget to check
out Desk.com to help your
company provide amazing
self-service support!
6 Tips for Creating an AMAZING Self-Service Experience
Upcoming SlideShare
Loading in …5
×

6 Tips for Creating an AMAZING Self-Service Experience

39,105 views

Published on

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

Published in: Business, Technology

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!

×