Tips for Creating an

AMAZING Self-Service Experience 6  

IT’S OFFICIAL….

SELF-SERVICE IS ON THE

RISE

IN FACT…

prefer self-service to resolve their support issues over picking up the phone or sending an email.

72% of customers  

Forrester Research

But only HALF of them are finding the information they’re looking for! Forrester Research

You need to build a self-service experience

that your customers will

LOVE!

0 SEARCH RESULTS

And not be faced with a lack of product information.

That’s why Desk.com has put together 6 tips to creating an AMAZING

self-service experience for your customers.

1. DO A PERIODIC REVIEW OF ALL KNOWLEDGE BASE ARTICLES

SET AN EXPIRATION DATE FOR EVERY KNOWLEDGE BASE ARTICLE

Use the Do.com integration with Desk.com to easily add tasks and manage support

center projects

In addition to tracking what people are searching for in the support center, we try to read between the lines and get a feel for what might be lacking

based on those searches (or what needs new keywords to show up better in search). Anything

identified is added to our Do.com projects. ”  

“  

Dianna Potter Support Engineer, Desk.com

BY SETTING AN EXPIRATION DATE…

KNOWLEDGE BASE CONTENT IS CONSTANTLY UPDATED SO THAT IT’S

FRESH AND RELEVANT FOR THE CUSTOMER.

2. ALWAYS IMPROVE YOUR KNOWLEDGE BASE ARTICLES

I found this article helpful

I did not find this article helpful

ALLOW CUSTOMERS TO

RATE KNOWLEDGE BASE CONTENT

Thank You ✓  

ALLOW CUSTOMERS TO

RATE KNOWLEDGE BASE CONTENT

Check out Desk.com’s Content Management page

for all Knowledge Base articles.

Managers are able to see the ratings of Knowledge Base

articles and evaluate if it needs to be revised or not

Identify the top 10 highest rated and lowest rated knowledge base articles that your customers use, and rewrite them on a content

calendar. ”  “  

Greg Meyer Mentor, TechStars & Customer Service Expert  

3. KEEP THE CUSTOMER’S JOURNEY IN MIND WHEN WRITING A KNOWLEDGE BASE ARTICLE

SEARCH VIEW RESULTS READ ARTICLE

FIND SOLUTION

A   B  

C  

HERE IS A TYPICAL CUSTOMER JOURNEY

SEARCH VIEW RESULTS READ ARTICLE

FIND SOLUTION

A   B  

C  

A   A customer searches for an article, does not find relevant search results and exits.

SEARCH VIEW RESULTS READ ARTICLE

FIND SOLUTION

A   B  

C  

B   A customer searches for an article, reads an article, does not find relevant information in the article and exits.

SEARCH VIEW RESULTS READ ARTICLE

FIND SOLUTION

A   B  

C  

C   A customer searches for an article, reads an article, does not find relevant information and returns to searching.

SEARCH VIEW RESULTS READ ARTICLE

FIND SOLUTION

A   B  

C  

MAKE SURE KNOWLEDGE BASE CONTENT IS OPTIMIZED TO SO THAT THE CUSTOMER GETS…

SEARCH VIEW RESULTS READ ARTICLE

FIND SOLUTION

A   B  

C  

HERE! MAKE SURE KNOWLEDGE BASE CONTENT IS OPTIMIZED

TO SO THAT THE CUSTOMER GETS…

4. EXAMPLE OF AN AWESOME ONLINE SUPPORT CENTER

WHY DOES SPACE HEROES HAVE AN

AWESOME ONLINE SUPPORT CENTER?

The Space Heroes support center is fun and designed around their brand. The customer feels they are in their element and overall comfortable with the support center.

If a customer can not !nd the article he/she is looking for, Space Heroes’s contact information is only a click away. Make sure an escalation path is easily laid out for the customer.

“Browse by Topic” is a simple and effective way layout for customers to easily navigate. With just a few clicks, customers can locate and read the article they are looking for.

5. PROACTIVELY FLAG CASES THAT NEED SELF-SERVICE CONTENT

Make sure you’re flagging cases that have a need for

self-help content. Keep a list and keep writing up those

articles. ”  

“  

Graham Murphy Director of Customer WOW, Desk.com  

Tracy Hisaka Jaime Kavanagh

Customer

When a Customer WOW agent experiences multiple customer inquiries with the same question, they label them as “Support Center Candidates” where the ticket is then evaluated as a possible new piece of content.

Tracy Hisaka Jaime Kavanagh

Customer

When a Customer WOW agent experiences multiple customer inquiries with the same question, they label them as “Support Center Candidates” where the ticket is then evaluated as a possible new piece of content.

BY FLAGGING CASES, YOU’RE ACTIVELY DEFLECTING CALLS AND EMAILS.

MEANING…

CUSTOMERS ARE SERVING THEMSELVES AND NO LONGER CALLING OR EMAILING

YOUR SUPPORT TEAM.

6. OPTIMIZE YOUR SUPPORT CENTER FOR ALL DEVICES

50% of smartphone users would prefer to use a mobile customer service app to try to resolve their customer service issue before calling a contact center. -EchoResearch

Provide a consistent multichannel experience and allow customers to solve their own problems on the go!

LOOKING FOR MORE INFORMATION ABOUT

SELF-SERVICE SUPPORT?

DOWNLOAD OUR 35-PAGE EBOOK: “THE ULTIMATE GUIDE TO SELF-SERVICE

SUPPORT FOR FAST-GROWING COMPANIES”

DOWNLOAD NOW

Also don’t forget to check out Desk.com to help your company provide amazing

self-service support!