How to Write Self-Service Support Material

GetFeedback

When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. As a result, you’ll deliver far better customer experience.

How to Ace Self-service support with a Helpdesk Software

Ameyo

Are you still in two-minds about whether your business really needs self-service support since you already cater to most of the channels such as an email, voice and even social media to some extent? Self-service usage increased from 67% in 2012 to 76% in […]. The post How to Ace Self-service support with a Helpdesk Software appeared first on Ameyo.

The self-service guilt trip

Kayako

Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. I want to break down some of the biggest guilty thoughts you might encounter when trying to build a self-service strategy.

How to Set Up a Self-service Customer Support System to Improve Customer Experience

Bright Pattern

That may very well be the motto for a very large number of today’s customers. self-serviceWe want help, and we want it now.

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . The Rise of Self-Service. Customer Preferences and Self-Service.

Digital Transformation for Customer Support Part 3: Self-Service Support as a Strategy

Relay Blog

Welcome to part three of our Digital Transformation for Customer Support series! The post Digital Transformation for Customer Support Part 3: Self-Service Support as a Strategy appeared first on Relay. Support

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

What’s the Ceiling on Self-Service?

Fonolo

Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Self-Service vs. Human-Assisted. Movements from the human realm to the self-serve realm is harder. VPs & Directors of Customer Experience.

Five Trends Accelerating Customer Self-Service Demand

Mindtouch

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. File a support ticket?

What is a Web Self-Service Portal?

Mindtouch

Among the many challenges facing customer service departments, cost is near the top of the list. Things like high ticket volume and agent turnover can be among the most costly; but high-effort customer service experiences tend to be the multiplier. This helps explain the (relatively) recent emergence of web self-service portals as an effective way to improve the customer experience and defray customer support costs.

The Truth Behind Why Your Customers Prefer Self-Service Support

Mindtouch

As you already know, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service support in place. But if we dig into why your customers prefer self-service, it might have you rethinking why and how you offer your customers self-service. These things help explain the trend towards online self-service.

Self-Service Automation and the “Shift-Left” Model

Mindtouch

While there are many trends helping to transform self-service customer support, few garner as much conversation as automation. Automation will make traditional customer support roles obsolete , they whisper. Yet there is another, more tempered view that has gained traction over the past few years: automation is not likely to steal every last customer support job; but it will transform these roles significantly.

5 Self-Service Pitfalls That Increase Customer Effort

Mindtouch

Self-service for the sake of self-service just isn’t enough. Because the truth is, your self-service experience probably isn’t as good as it could be. And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection. What follows is a list of common self-service fails to avoid. Let’s start simple: good self-service content is written well.

What is Contextual Self-Service Content?

Mindtouch

Today’s customer support landscape is ruled by the companies that rule direct customer engagement. Whatever the reason, be it Mobilegeddon or life at the speed of the latest page refresh, our customers expect us to meet them wherever they are throughout the entire customer journey, from pre-purchase to post-sale and everything in between. Blink and that customer might be gone, probably on to the next micromoment.

5 Ways to Avoid Agent Burnout Through Customer Self-Service

Mindtouch

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS. Traditionally, customer support centers have tackled agent attrition by hiring the right people, investing in better onboarding and training programs, and improving agent productivity.

How Should Your Customer Support be in 2019?

ProProfs Blog

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. Customers have become “smart” today.

Analysts Establish AI-enhanced Self-Service as a Category and Name First-Ever Leaders

SmartAction

But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior.

Self-Service is the Answer to Scale Customer Service Experiences

Win the Customer

With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale? Communication Customer Experience Technology

Why Customer Self-Service Will Improve Your Support Strategy

aircall

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Rescue your support agents.

Why Self-Service is the Future of Customer Education

Mindtouch

These days, the definition of customer education is expanding. More specifically, customer preferences are shifting —across the entire customer journey—toward self-service. What Is Customer Education? In a nutshell, customer education encompasses all the efforts a company puts toward creating a more informed customer. But the extent and availability of customer education resources can certainly impact sales, revenue, and rate of renewal.

The Need for Page Speed in Mobile Self-Service

Mindtouch

Especially if I’m using my smartphone for self-service. Let’s apply this to a mobile self-service experience, where your website visitors are likely visiting you out of necessity, not convenience. They need support, information, answers. Bounce these users from a slow-loading knowledge base article, installation tutorial, or—heaven forbid—siloed PDF user guide, and they’re a tap or two away from calling your customer support team to open a case.

4 Tips to Improve Customer Effort Score Using Self-Service

Mindtouch

If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort.

How Self-Service Creates Understanding and Actionable Data

Mindtouch

A self-service experience is the key enabler of understanding: for both customer success , buyer success, and your company’s insights into the needs of each. As seen in the video below, Gainsight understands the value in analyzing the entire customer journey, from pre-sale through to the customer success phase. They have a ton of documentation to support their products. This small self-service insight is invaluable to the company.

How to Use Interactive Video for Self-Service Support

Kayako

Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one.

Self-Service Customer Onboarding to Lower Support Costs

Mindtouch

It happened while I was demoing a customer’s deployment of MindTouch to a senior leader in Customer Support. The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco. The head of support on the phone with me was so excited about what I was showing her that it was almost alarming (in the best possible way).

How Will Customer Support Change in the Future?

Fonolo

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. to real-time messaging, simulation, self-service and crypto-currency. Empower Your Customers with Self-Help.

Adding Self-service Content To Your Agents’ Day-to-day Is Easier Than You Think

Mindtouch

Whether you’re playing in the B2B or B2C leagues, self-service—useful content about your product or service contained in a branded knowledge base —is the name of the game. It’s how customers prefer to troubleshoot issues syncing their fitness tracker with your app, for example. And it helps global businesses scale smartly via a knowledge-centered model of customer support. For a self-service initiative to succeed, workstreams will, indeed, be modified.

11 Must Have Features in a Customer Support Software System

B2B Customer Service Blog - TeamSupport

As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s evolved into a vital supply of customer data and information. Customer Support Software

20 Essential Features in a B2B Customer Support System

B2B Customer Service Blog - TeamSupport

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. These agreements should be both trackable and enforcable in a customer support system.

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Customer Support Predictions for 2016

Kayako

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months.

Webinar: Conquering the top 5 customer support mistakes, with Sarah Hatter and Sarah Chambers

Kayako

Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make.

How to Implement a Proactive Customer Support Strategy

OctopusTech

When it comes to offering customer support services , there are basically two ways any call center may approach, they can either respond reactively (responding to situations after they have occurred) or proactively (eliminating problems before they have a chance to appear).

Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support

ProProfs Blog

How important is good customer support for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. Good customer support is not an option anymore.

The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. On this page you can see a complete list of all the customer support metrics that matter, and why.

How Customer Support Agents Find Content

Mindtouch

For anyone creating knowledge content, customer support agents likely represent a large part of the audience. Support agents need information to progress through onboarding, assist customers, and learn how to support new products or services. Unfortunately, the content we work so hard to create doesn’t always find its way into the support agent experience. Where customer support agents go for information.

Why Customer Support Needs A Marketing Outlook to Survive

Mindtouch

To survive the 21st century, Customer Support departments need to start looking a lot more like marketing departments. Before you break out the pitchforks and torches, let us explain why reactive support is no longer good enough, and why support needs to adopt a marketing mentality. Customer Support is Fighting Half the Battle. If someone asked you what the difference between marketing and support was, you’d probably think it was the set-up of a joke.

Aircall’s 2018 Customer Support Strategy Survey

aircall

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? 3) Increasing customer lifetime value.

AI Increases Self-Service Expectations: How You Should Respond

EPIC Connections

While chat, text, and social media are all the rage in customer service, consumers are actually turning back to voice as their favorite way to communicate with companies. The post AI Increases Self-Service Expectations: How You Should Respond appeared first on EPIC Connections.

5 Things Customers Want From a Customer Support Experience

Mindtouch

It is tempting to design a support process around what we, as a business, need rather than what our customers want and expect. The truth is, the customer support experience tends to color a customer’s perception. It can have a lasting impact on customer loyalty , buying behavior, and future customer interactions. By making sure these customer touchpoints are well designed, we can improve our customer’s overall experiences with our brands.