3 ways to reach Self-Service Success

As per Forrester, more than 70% of customers wish to use self-service support alternately phones or email support. Most of the customers prefer to help themselves in the form of requesting and scheduling things.

How to decide which self-service portal will up to the mark?

Scene 1: Self-service should quicker and or more suitable than the alternative. Easy to search and easy to utilize.

Scene 2: From business point of view, self-service should minimize Level 1 support queries. This should reduce costs

To achieve this, there are 3 technologies you will need to start a successful self-service portal for your customers.

A Knowledge Base

Using Knowledge Base, you can help your customers and encourage them to help themselves.

Your customers have asked you the same support questions many times. If you document the most common questions and answers, you can post them in Knowledge Base. The Knowledge Base is the collection of support articles that your customers can utilize to search for answers to their questions rapidly.

And they will acknowledge you for it. As per the experts, 90% of survey respondents would use an online Knowledge Base if it is customized to their needs.

In your organization, encourage your support team to write down content about how they solve the problems which customers have faced. As per demand and usage, upgrade and develop the content. Publish the Knowledge Base articles and make it easily accessible. Set up a reward system for a support team for sharing, collaborating, learning and improving.

Knowledge Bases are not only for IT teams. This can be helpful to HR teams to sales teams and will save more time for other strategic projects and improve their relationship with their customers.

Lastly, when Knowledge Base is put together with an online community where your users can meet to share information and help each other. This takes us to our next technology recommendation…

An Online Communities

Using Online Communities, your customers can help each other.

You are already familiar with online Q&A communities such as Quora or Stack Overflow, where users gather and share their knowledge around their favorite topics and interests.

Companies nowadays creating similar experiences internally for their own employees, a centralized place where they gather, ask and answer work-related questions altogether. This is the best way to apprehend knowledge within your organization.

Also, through internal communities, you can understand what employees are talking about, which can allow recognizing areas of improvement. You will easily identify and reward top domain experts for their contributions to the communities and company.

Same way considers whether your customers might get advantage from the place where they gather and help each other.

A Customer Portal

Sometimes customer searches through the knowledge base and checks with online communities, he still needs help. In that scenario, asking for help should be easy or at a click away.

If customers find it easy to ask for help when they need it, customers will be far more satisfied with the result.

Don’t forget to allow your customers to explain their needs in their own words. And get rid off technical jargon at each step.

Your customer portal is the best way to provide last self-help suggestions as they offer you more information about their need.

Done appropriately, self-service portals will spread wildly within your company.

Using Work 365 dynamics 365 portals, you can offer better customer experience to your customers. This portal includes Knowledge Base, Support Incidents and Forums.

Work 365 is a CSP Customer Experience Platform built on the Microsoft Dynamics 365 Platform. get Microsoft Dynamics 365 CRM Apps, add-ons and extensions for all version of Microsoft Dynamics CRM platform. Report Scheduler, Record Clone, Email To Cas