The ability to help yourself is a common feature of customer service in the modern world. Digitally-first customers will prefer to use self-service portals to get help rather than calling customer support. So, establishing a customer-focused servicenow consulting center is an efficient and inexpensive strategy for expanding your business. It’s all a matter of technique. By following these guidelines, you can provide an exceptional self-help center experience:
Send clients to the self-service portal you set up.
Yes, it’s obvious. Customers must know about your support site in order to use it. It can be difficult for established businesses to adjust to a new support site. Links to your support center on your website can bring clients to your new self-service portal. If your product is online, add links. Customers should be able to easily find your self-service options.
Develop the right content for self-service.
Having the information your clients want on your self-service portal is essential. Maintain and mine service call logs to determine what types of content will be most useful. The next step is to compile all of this information 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 completely “finished.” To maximize its benefits, you should always work on your content. Schedule regular reviews of your knowledge base content (including graphics and videos) and give everything you’ve created a deadline that prompts you to update it before it expires. This is very important for frequently asked questions.
Create a self-service portal that is both user and search-engine friendly.
Add search and label feature and categorize all content neatly. Customers can quickly and easily access the information they are looking for by browsing or using the site’s search functionality. You should also make sure that search engines like Google can crawl your content. Make sure your portal footer has a contact form and links to all relevant support channels. Instead of making clients feel like self-service is their only option or that your organization favors it, it should be presented as an additional option.
Make sure your self-service portal fits your brand.
A successful service experience is one where the customer 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 the same customer touchpoint as your marketing and sales materials, it’s important that all your content has the same tone, voice, and format. If your company doesn’t already have a style guide, you can find one online that fits 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 should adhere to the principle of responsive design. This ensures that the content of the site will always be the 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?