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 booklet 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
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