![]() What types of information do you need to share? (i.e., API documentation, guides, FAQs, and helpdesk articles) Once you understand what your users are looking for, identify the types of information or resources you want to include in your self-service software: Where do they come into the self-service portal from?Īre they primarily mobile or browser users?Īssisting users that need more internal supportĬlosing topic threads that get out of handĪrchiving irrelevant ideas or threads as the product evolves Here are a few questions you can ask to help better plan out your support portal: ![]() After all, the portal is a resource for them. When setting up your self-service software, you must first understand the customers you are trying to help. When designing your self-service portal, ensure you create a seamless experience for customers needing help. How to setup your self-service software portal for your business?Įvery self-service software needs to achieve different goals depending on the types of customers it's made for. Gathering all this information up front in a short, intuitive ticket form can increase first contact resolution rates and reduce back and forth between your team and frustrated customers. This might include their order numbers, the best way to contact them, and any details about their questions or issues. Ticket forms are a tool for your support team to gather the knowledge they need from the customers submitting tickets. While the entire purpose of self-service software is to deflect tickets, some of your customers will want to connect with your support agents no matter what. ![]() A self-service software can also have a feedback forum where customers can comment on or upvote new feature suggestions. If you have a large, active customer base, offering many-to-many support on a community forum is a great way to reduce the volume of incoming tickets. Communities and Forumsįorums are an effective way of scaling support because users interact with one another and brainstorm solutions based on their product experience. ![]() Most self-service portals will have a big, helpful search bar right at the top of the page - it’s the easiest way for customers to get help, so we want to make sure customers don’t miss it! 3. A knowledge base should contain all relevant information about your product or service including a getting started guide, FAQs, step-by-step how-to articles, and even troubleshooting information if things go wrong. When customers navigate to your self-service portal, the first thing they often do is search for content that might answer their questions. Additionally, managing bills and moving tickets and agents across multiple products will make your administrator's job easier. Many customer self-service software offers multi-product support so that, while your customers only see what's relevant to them, everything stays streamlined behind the scenes. If your company supports multiple products or services, you don't want to manage all of the help desks separately. Key features every self-service software must have 1. ![]()
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