How can self-service channels provide customers with product knowledge?

1 What are self-service channels?

Self-service channels are online platforms or tools that allow customers to access information or assistance without contacting a human agent. They can include FAQs, knowledge bases, chatbots, forums, videos, tutorials, or guides. Self-service channels can reduce customer frustration, increase satisfaction, and save time and resources for both customers and support teams.

2 Why do customers need product knowledge?

Product knowledge is the understanding of the features, functions, benefits, and value of your products. Customers need product knowledge to make informed purchase decisions, use your products effectively, and achieve their desired outcomes. Product knowledge can also increase customer loyalty, retention, and advocacy, as customers are more likely to trust, recommend, and repurchase from a brand that educates them.

3 How can self-service channels provide product knowledge?

Self-service channels can provide product knowledge in various ways, such as FAQs to answer common questions, knowledge bases to provide detailed information, chatbots to offer personalized suggestions, forums to create a community of users, videos to demonstrate how products work, and tutorials or guides to teach customers how to use them. Depending on the type, format, and content of the channel, you can use these resources to explain how your products work, show use cases or scenarios, highlight features or benefits, offer step-by-step instructions, or help customers achieve specific goals.

5 How to optimize self-service channels for product knowledge?

Optimizing your self-service channels for product knowledge can help customers make better purchase decisions, use your products more effectively, and achieve their desired outcomes. It can also help you increase product cross-selling and upselling opportunities, boost your sales, and grow your business. To do this, ensure that your content is aligned with your customer's journey, goals, and preferences. Make sure to provide the right information at the right time and in the right format for your customer. Additionally, update your content regularly to reflect any changes in your products, features, or policies. Make sure it is accurate, consistent, and relevant for your customer. Make it easy to find, access, and understand by using clear, concise, and engaging language. Organize it logically and use visual aids or examples when possible. Don't forget to measure and improve your content performance by tracking and analyzing metrics such as views, clicks, feedback, or conversions. Identify any gaps or issues in your content and address them accordingly. Encourage customer feedback by asking for their opinions or questions and responding to their comments or reviews. Show gratitude for their support and loyalty.