Everyone’s a busy bee these days. When it comes to resolving a problem or answering a question, most people prefer to help themselves—it’s the natural path of least resistance.
According to American Express, “48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues.” Customers tend to only seek direct interactions when they can’t find answers through their own research.
The eBook, 6 tips for building a thriving help center, covers the value of self-service and six ways to build and improve your help center and knowledge management.
Self-service can help your organization:
Increase customer satisfaction by providing better service through knowledge management
Reduce costs and increase efficiency by reducing the number of repetitive questions agents spend time on
Grow your community and build deeper connections between your organization and your customers
Download 6 tips for building a thriving help center to build an all-in-one knowledge base, community, and customer portal.