Self-service is one of the most effective ways to give customers quick access to the information what they want. Nowadays every customer is looking out for these self-service/support channels to help out themselves.
Let’s see what are the important self-support channels that you should have in your business.
FAQ Pages should be easily searchable and available to the customers in the form of category wise so that customers find it easy and adding tags also make it easy for the customers to find.FAQ Pages should not be limited only to answering the question, you can also include images, videos, reference links for a clear understanding of the answer.
An often looked distinct feature of self-support is the giving customers the ability download user manuals, e-books as a means of self-help so that customers can go through these manuals for any in-depth queries which act as an add-on to the FAQ.
A Community forum is also needed for self-help since it’s a platform for the customers to interact with other customers and build knowledge upon the product or the features. Organizations or the respective departments should actively take part in these conversations in order to guide the conversations and also to give the best information to the community.
Social media is one of the most easily used channels for any quick responses. Many people turn towards social media to find questions and answers similar to community forums. Social media ads allow targeting and retargeting. One of the reasons social media is important is because of the highly customizable nature of social media ads. If there’s a problem with your product or service, you want to know about it right away. Having a social sharing on the self-service channels allow customers to find their answers quickly.
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