Best Practices in Self-Service Support

Self-service is a key component of successful customer support. Why? Because it achieves the twin goals of customer satisfaction and reduced costs. So how does one go about providing quality self-service without breaking the bank, without launching a 15-month project, and without impacting (too much) your precious people resources?

Best Practices in Self-Service Support has answers for you.

  • Slash case volume by helping customers help themselves.
  •  Increase support reps’ satisfaction by leveraging self-service to handle routine inquiries.
  • Provide service around the clock without changing your coverage hours.
  • Use your customers’ experiences to constantly improve the self-service offerings, without any additional work on your part.
  • Evaluate your current offering with our quick self-test.

And if you need to make changes, you’ll have a complete road map of how to go about it.

Contents

In eighteen information-packed pages, the Best Practices in Self-Service Support e-book covers:

  •  Why you should focus on web delivery
  • How to promote the service to your customers, whether or not they are on the web today
  • What two essential components you must deliver, and when to add more
  • Using personalization techniques to entice customers to use self-service again and again.
  • Leveraging your existing team to maintain and expand self-service offerings, and when it’s time to hire dedicated staff
  • Using metrics to measure success and as a self-learning mechanism
$40. The e-book will be emailed to you following your payment.



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