The ability to help yourself is a standard customer service feature in the modern world. Customers who think digitally first would rather use self-service portals to get help than call customer support. Thus, establishing a customer-focused servicenow consulting center is an efficient and low-cost strategy for expanding your business. It’s all a matter of technique. By following these guidelines, you could provide an outstanding self-help center experience:
Send clients to the self-service portal you’ve set up.
Yes, it’s obvious. Customers must know about your support site to use it. It could be difficult for established businesses to adjust to a new support site. Links to your support center on your website might bring clients to your new self-service portal. If your product is online, add links. Customers should be able to find your self-service options easily.
Build the right content for self-service.
Having the information your clients want on your self-service portal is essential. Keep and mine service call logs to determine what kinds of content will be most beneficial. The next step is to put all of this information together into articles and other self-help materials that answer these questions.
Updating your knowledge base is a good idea.
Your collection of knowledge is never entirely “done.” To maximize its benefits, you should always work to enhance your content. Schedule regular content reviews of your knowledge base (including graphics and videos) and give everything you’ve made a deadline that will push you to update it before it expires. It is of utmost significance for frequently asked questions.
Create a self-service portal that is both user and search-engine friendly.
Add a search feature and label and categorize all content properly. Customers can quickly and easily access the information they’re looking for by browsing or using the site’s search functionality. You should also make sure search engines like Google can crawl your content. Ensure your portal’s footer has a contact form and links to all relevant support channels. Instead of making clients feel that self-service is their only choice or that your organization favors it, it should be presented as an additional option.
Ensure your self-service portal fits with your brand.
A successful service experience is one in which the consumer feels safe and cared for. Have the same header and footer on your help site as the rest of your website, and use the same domain and subdomain. Since your websites are just as much a customer touchpoint as your marketing and sales materials, it’s important that the tone, voice, and format of all your content are the same. If your company does not yet have a style guide, you might look for one online that is suited to your industry and target audience.
Make sure your support center works well on all devices.
Every aspect of your product’s user interface, website, and self-service portal must adhere to the principle of responsive design. It ensures that the site’s content will always look its best, regardless of the device used to access it. Support should also be part of any mobile features that are important to your product or service.
Are you ready to step up your self-service customer service?