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Set up self-service? What next?
No matter how good your self-service content is, it needs to be effectively helping your customers. A good self-service portal is one that goes beyond putting high quality content together, and creates the right structure that resonates with its audience and stays relevant to what a particular user wants.
Must-haves of customer self-service
One of the most important aspects to keep in mind while building your self-service portal is making the right information available when customers are looking for it, be it on user onboarding emails or within the product. Here is a list of must have components for your customer self-service portal.
Well written FAQs:
Frequently Asked Questions, often referred to as FAQs are one of the most important components of customer self-service. It is a list of questions and answers written in a way that is useful for your entire breadth of users. Therefore, a well-written FAQ is the one that is written in a simple, straightforward language and covers a plethora of questions your customers might commonly have.
It is important to group the questions according to relevance. For instance, you can group the questions around the different product plans (subscription options) with payment options or how one can upgrade or downgrade from a plan.
Here are some category of questions to consider:
How to activate and log into the product?
How to set up your profile?
How does one integrate with product XYZ?
How are user roles defined?
How does billing work?
How to select or switch plans?
Knowledge base:
A knowledge base refers is structured to share information about your product or service. However, a useful knowledge base goes beyond content and is easily discoverable for the customer and intuitive. While building a knowledge base, you need to make sure you know what your customers are looking for and build it across formats that is easy for them to consume.
Customer support agents should be an integral part of identifying topics that should go into the knowledge base, as they work closely with customers. It is advisable to have a process where support agents can flag topics that need to be continuously updated in the documentation.
Some suggested formats for knowledge base include:
Blog posts
Articles
Calculators
Case studies
Use cases
Research reports
Rising trends in customer self-service
Messaging tools:
With the rise in adoption of chat and messaging tools like Freshchat, companies are increasingly offering self-service options such as FAQs within the chat interface, referred to as in-app FAQs. Based on the page of your website or support portal, the customer is on, you can customize the relevant self-service options and thereby improve the overall customer experience.
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