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The value of self-service

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.

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