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Increasing use of self-service



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Delores Cooper

Customer Success

Posted Aug 21, 2024

This month’s Customer Success on demand focuses on the power of self-service and how it can improve your support operations. Our new videos cover an Introduction to Self Service, how you can benefit from self-service, easy ways to promote self-service, best practices for setting up self-service, and helpful tips and tricks for even better self-service. Use these resources to help your customers help themselves, lighten your support load, and make everything run more smoothly. 

 

Customer Success on demand 

Videos this month can be found here and cover the following topics: 

Introduction to self-service

Self-service is a game-changer. It lets customers solve their issues independently, using resources like knowledge bases and automated tools. In this video, we’ll explain what self-service is and guide you on how to implement and promote it to boost customer satisfaction, streamline operations, and cut costs, all while enhancing the overall customer experience. 👍

Benefiting from self-service

In this video, we'll show you the benefits of self-service, including enhanced customer engagement, increased satisfaction and retention, and streamlined operations. ✅

How to structure self-service workflows

In this video, we'll show you how to organize your knowledge base content effectively to meet customer needs. We’ll also guide you on evolving the structure and design of your help center, starting with a simple setup and expanding as your needs grow. 💡

How to promote self-service

In this video, you'll learn how to use Zendesk features like agent signatures, business rules, and automated responses to highlight the value of your help center. Additionally, we’ll show you how to promote relevant articles and content both within and outside of Zendesk to keep self-service resources top of mind. 🧠

Tips and tricks for improved self-service

In this video, we’ll share some tips and tricks for improving your self-service. Learn how to write eye-catching titles, narrow the focus of your content, and fill in knowledge gaps by analyzing search terms. By using these strategies, you can enhance your self-service offerings, ensure customers can easily find the information they need, and provide an excellent customer experience. 🌟

 

More resources for you 

Customer Success Live

Optimize your Help Center to boost agent efficiency and promote faster reply time

Resources from the Zendesk Help Center

The value of self-service

Welcome to Guide for help center

Uplevel your knowledge with Zendesk Training 

As you’re looking to understand how to maintain your Zendesk, we highly recommend taking our free, on-demand training.

 

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

 


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