It is known that self-service helps in scaling support operations, and that self-service portals keep customers happy. You might have already launched your own self-service platform and incorporated workflows to keep it useful and dynamic. You also might already see some positive impact on your organization, especially your support team.
However, it is important to try understand where you are headed. One of the best ways for this, is to know where you have been. If you are in the early stages of launching your knowledge management platform and you are not sure how self-service is affecting your customer support, let metrics be your guide as you plan for the future.
While your platform is being integrated, It is easy to identify strengths as well as opportunities to correct your course by paying attention to the right self-service metrics. Knowing what to measure and when, can be a challenge, because there are many variables. Also, your view on your analytics could change when your business moves to a different phase. However there are a few universal, big-ticket priorities that self-service platforms have proven to impact. Here are three key areas where self-service can assist in scaling businesses.
Forming relationships and building a community
User engagement with self-service content provides useful data about your customer base. For example, you could allow customers to suggest features straight from the knowledge base. Something creative and effective like this is a great way to close the feedback loop. It is also a way to stand out from your competition.
Improving customer experience
These days, 90 percent of consumers expect a self-service portal from a brand. It should be easy to access and navigate, while being user-friendly overall. Customers will have a much better experience helping themselves with simple issues.
Streamlining internal operations
Smaller ticket volume is just one part of self-service analytics. There are many other metrics that speak directly to agent experience and overall team efficiency, for example.
Zendesk’s quiz shows you what you should be focusing on. You will hopefully get an idea what to plan for in the future, on the path to successful self-service.
Source: Zendesk
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