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6 Tips for Creating an AMAZING Self-Service Experience
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
6 Tips for Creating an AMAZING Self-Service Experience
- 1. Tips for Creatingan AMAZING Self-Service Experience 6
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- 5. prefer self-service toresolve their support issues over picking up the phone or sending an email. 72% of customers Forrester Research
- 6. But only HALFofthem are finding the information they’re looking for! Forrester Research
- 7. You need tobuild a self-service experience that your customers will LOVE!
- 8. 0SEARCH RESULTS And notbe faced with a lack of product information.
- 9. That’s why Desk.comhas put together 6 tips to creating an AMAZING self-service experience for your customers.
- 10. 1.DO A PERIODIC REVIEWOF ALL KNOWLEDGE BASE ARTICLES
- 11. SET AN EXPIRATIONDATE FOR EVERY KNOWLEDGE BASE ARTICLE
- 12. Use the Do.comintegration with Desk.com to easily add tasks and manage support center projects
- 13. In addition totracking 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 ANEXPIRATION DATE…
- 15. KNOWLEDGE BASE CONTENT ISCONSTANTLY UPDATED SOTHAT IT’S FRESH AND RELEVANT FORTHE CUSTOMER.
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- 17. I found thisarticle helpful I did not find this article helpful ALLOW CUSTOMERSTO RATE KNOWLEDGE BASE CONTENT
- 18. Thank You✓ ALLOWCUSTOMERSTO RATE KNOWLEDGE BASE CONTENT
- 19. Check out Desk.com’s ContentManagement page for all Knowledge Base articles.
- 20. Managers are ableto see the ratings of Knowledge Base articles and evaluate if it needs to be revised or not
- 21. Identify the top10 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
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- 23. SEARCH VIEW RESULTSREAD ARTICLE FIND SOLUTION A B C HERE IS A TYPICAL CUSTOMER JOURNEY
- 24. SEARCH VIEW RESULTSREAD ARTICLE FIND SOLUTION A B C A A customer searches for an article, does not find relevant search results and exits.
- 25. SEARCH VIEW RESULTSREAD 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 RESULTSREAD 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 RESULTSREAD ARTICLE FIND SOLUTION A B C MAKE SURE KNOWLEDGE BASE CONTENT IS OPTIMIZED TO SO THAT THE CUSTOMER GETS…
- 28. SEARCH VIEW RESULTSREAD ARTICLE FIND SOLUTION A B C HERE! MAKE SURE KNOWLEDGE BASE CONTENT IS OPTIMIZED TO SO THAT THE CUSTOMER GETS…
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- 31. WHY DOES SPACEHEROES HAVE AN AWESOME ONLINE SUPPORT CENTER?
- 32. The Space Heroessupport center is fun and designed around their brand. The customer feels they are in their element and overall comfortable with the support center.
- 33. If a customercan 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.
- 34. “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.
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- 36. Make sure you’reflagging 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
- 37. Tracy Hisaka Jaime Kavanagh Customer Whena 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. Tracy Hisaka Jaime Kavanagh Customer Whena 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.
- 39. BY FLAGGING CASES,YOU’REACTIVELY DEFLECTING CALLS AND EMAILS.
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- 41. CUSTOMERS ARE SERVINGTHEMSELVES ANDNO LONGER CALLING OR EMAILING YOUR SUPPORTTEAM.
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- 43. 50% of smartphoneusers would prefer to use a mobile customer service app to try to resolve their customer service issue before calling a contact center. -EchoResearch
- 44. Provide a consistent multichannel experienceand allow customers to solve their own problems on the go!
- 45. LOOKING FOR MOREINFORMATION ABOUT SELF-SERVICE SUPPORT?
- 46. DOWNLOAD OUR 35-PAGEEBOOK: “THE ULTIMATE GUIDETO SELF-SERVICE SUPPORT FOR FAST-GROWING COMPANIES” DOWNLOAD NOW
- 47. Also don’t forgetto check out Desk.com to help your company provide amazing self-service support!