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
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
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
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…
31. WHY DOES SPACE HEROES HAVE AN
AWESOME
ONLINE SUPPORT CENTER?
32. 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.
33. 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.
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.
36. 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
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. 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.
43. 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