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6 Proven Techniques for Customer Self Service Success
- Identify content gaps in your knowledge base in order to better answer customers’ questions and take away the need to submit a support ticket (Technique #1)
- Make it easy for customers to find the answers they need across all your channels through a unified search index (Technique #2)
- Display the search box prominently throughout your site allowing customers to connect with the answers they need (Technique #3)
- Proactively offer personalized recommendations and relevant content to increase the likelihood your customers find the answers they need (Technique #4)
- Use AI to learn from your customers’ interactions, deliver the most relevant content recommendations and improve the customer experience (Technique #5)
- Leverage search analytics to measure case deflection and self-service success — two key metrics to continue improving your customer support experience (Technique #6)
