Ebook
7 Best Practices for Intelligent Self-Service
There is a new digital support reality. Customers are looking for fast access to trusted information, while service agents are looking for assistance in managing an increasing volume of questions and cases. Increase customer loyalty and employee efficiency with an intelligent self-service capability that enables your company to build a truly scalable digital support organization.
- Instead of diversifying, do this — without a time-consuming system overhaul (page 3)
- Use this to divert customers from the 'contact us' button — without telling them to go away (page 5)
- You have all the data you need to not just give customers what they want, but what they also want next (page 7)
- Provide a single source of truth where customers can securely access self service content from their knowledge base …without the need of a system overhaul (Best practice #1)
- Deploy dynamic self-service features to help your customers easily find answers to their questions (Best practice #2)
- Proactively provide customers with content recommendations while reducing inbound volume…and decreasing cost-to-serve (Best practice #3)
- Deliver personalized support powered with AI to your customers, partners and employees and make them successful (Best practice #4)
- Proactively suggest ‘next best’ content with Machine Learning to increase customer adoption and engagement…as well as potential upsells (Best practice #5)
- Reach the customer in the product itself to increase usage and gain control over the customer experience (Best practice #6)
- Foster a culture of continuous improvement by monitoring performance, identifying content gaps, and ensuring the information remains helpful and accurate (Best practice #7)
For 17+ years, our customers have trusted us with their growth
