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How can you use customer service software to help customers find answers on their own?

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Customer service software is a tool that can help you provide faster, easier, and more satisfying support to your customers. But did you know that it can also empower your customers to find answers on their own, without contacting you? This can save you time, money, and resources, while also increasing customer satisfaction and loyalty. In this article, you will learn how to use customer service software to help customers find answers on their own, and what benefits it can bring to your business.

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Jordan Creamer

1 Why self-service is important

Self-service is the ability of customers to access information and solve problems on their own, without relying on human assistance. Self-service is important because it can improve customer experience, reduce support costs, and boost customer retention. Customers today expect to find answers quickly and easily, and they prefer to use self-service channels over phone or email. According to a survey by Zendesk, 67% of customers prefer self-service over speaking to a company representative. Moreover, self-service can reduce the workload and pressure on your support team, allowing them to focus on more complex and urgent issues. By offering self-service options, you can also increase customer loyalty and trust, as customers feel more confident and empowered to use your products or services.

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Jordan Creamer
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To add to this: we normally call this a community. It’s a place where people go for answers in a specific location or job role without having to interact with a help desk for instance. The most basic concept of considered a forum. And open posting location for people to talk and discus fixes to problems without needed support from the company that provides the product. One of the largest is Apple or iOS forums, as an example.

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2 How customer service software can enable self-service

Customer service software is a platform that enables you to manage and optimize your support interactions with customers. It can also help you create and deliver self-service solutions, such as a knowledge base, chatbot, and community forum. A knowledge base is a collection of articles, guides, FAQs, and other resources that provide answers to common customer questions and issues. You can use customer service software to create, organize, and update your knowledge base and make it accessible through your website, app, or chatbot. A chatbot is a software program that can simulate a conversation with a human user using natural language processing and artificial intelligence. You can use customer service software to build and train your chatbot and integrate it with your website, app, or messaging platforms. A community forum is a platform where customers can interact with each other, share experiences, ask questions, and provide feedback. You can use customer service software to create and moderate your community forum and encourage customer engagement and participation. These self-service solutions can help customers find answers on their own quickly and easily while reducing the need for contacting support. Additionally, they can foster a sense of belonging and trust in your customer base.

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3 How to design self-service solutions

Designing effective self-service solutions requires following some best practices. To begin, you must understand your customers: their needs, expectations, and behavior. Customer service software can help you collect and analyze customer data, such as feedback, ratings, reviews, surveys, behavior patterns, and preferences. This can help you determine common customer questions and issues, and tailor your self-service solutions accordingly. Additionally, you must make sure that your self-service solutions are visible and accessible to customers everywhere. Customer service software can optimize your solutions for search engines, mobile devices, and different languages. Additionally, it can promote your self-service solutions through email, social media, or in-app notifications. Furthermore, keep your self-service solutions simple and clear. Use customer service software to create and edit content with simple language and visual aids; update and review content regularly; ensure content is consistent with your brand voice and tone.

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4 How to measure self-service success

To measure the success of your self-service solutions, you need to track and evaluate some key metrics. Self-service usage can be monitored and reported on with customer service software. This can help you understand how popular and effective your self-service solutions are, as well as identify any gaps or opportunities for improvement. Additionally, self-service resolution metrics can be measured and analyzed to evaluate how well your self-service solutions are meeting your customers' needs and expectations. Furthermore, support cost reduction metrics can be calculated and compared to assess how much value your self-service solutions are adding to your business, and how they are impacting your support team's workload, productivity, and quality.

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Jordan Creamer
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The majority of this would simply be engagement to questions. You know that little question that says “did you find this helpful?” On forums you see? That’s it. Those up or down votes and number of visits to questions or specific answers are the metrics for things like this. Great insight really it is!

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5 How to improve self-service over time

To improve your self-service solutions over time, you need to solicit customer feedback, test and optimize, and learn and innovate. Ask your customers for their opinions and suggestions on your self-service solutions, and use customer service software to collect and manage customer feedback. Conduct and measure A/B testing, multivariate testing, or other experiments on your self-service solutions to identify what works and what doesn't work. Generate reports, dashboards, or other tools that provide insights and trends on your self-service solutions in order to discover new opportunities and challenges for your self-service solutions. Listening to customers’ voices, making data-driven decisions, and staying ahead of the competition can help you make the most of your self-service solutions.

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Jordan Creamer
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It’s a slow process. But one must be patient. Fortunately this IS a build it, and they will come type of agent. It does work. Even if you think it won’t. Keep at it. It’s with the time and energy.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use customer service software to help customers find answers on their own?

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1 Why self-service is important

2 How customer service software can enable self-service

3 How to design self-service solutions

4 How to measure self-service success

5 How to improve self-service over time

6 Here’s what else to consider

Customer Service

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How can you use customer service software to help customers find answers on their own?

1

2

3

4

5

6

1 Why self-service is important

2 How customer service software can enable self-service

3 How to design self-service solutions

4 How to measure self-service success

5 How to improve self-service over time

6 Here’s what else to consider

Customer Service

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