How to Write an Effective Self-Service Article

How to Write an Effective Self-Service Article

The best way to support customers is to help them help themselves. 

Once you’ve wrapped your mind around that sentence, consider this: Many of your customers want to solve their own problems, and have often tried to do so before reaching out to your support team. In fact, one study showed that 67% of customers prefer self-service instead of interacting with a customer support rep. What’s the most proactive approach to providing self-guided customer support? Effective self-service articles.

In theory, a self-service article is a perfect strategy for helping customers to help themselves, preventing a heavy influx of support tickets, and reducing the administrative burden on your team. That being said, writing a great self-service article isn’t always so easy or straightforward.

The study described above also showed that 58% of customers are unable to resolve their own problems by using self-service. And there’s good reason. Providing self-service is challenging. How can you explain an issue that might seem intuitive to yourself (a seasoned expert at your product or service)? How can you clearly explain solutions to customers without getting bogged down in the details? Finally, how do you choose what kinds of topics and questions to cover, when it seems there are an innumerable variety of support requests?

In this article, we’ll take a look at a breakdown of how you can write a self-service article that actually works-creating a great CX that helps your customers fix their own problems before contacting your team.

Use helpdesk software to build

Technology Tools to Help Boost Customer Engagement

Technology Tools to Help Boost Customer Engagement

Customer engagement is an important component of your business and fosters sustainable growth through strong, meaningful relationships. But in today’s always-on, tech-driven world, it can be difficult to attract and retain consumers’ attention.

One way to overcome this is by capitalizing on the right tools or systems for the job. To find out more, we asked a panel of Young Entrepreneur Council (YEC) members to share their favorite apps and systems for increasing customer engagement. The YEC is an invite-only organization that is comprised of young entrepreneurs that represent nearly every industry, generate billions of dollars in revenue each year and have created tens of thousands of jobs. 

1. Canva

Consumers today want to work with businesses that are genuine, authentic and relatable. Especially for small business owners, this requires creating high-quality content that allows them to really connect and share what their brand is all about. Canva is a great tool that helps businesses quickly and effortlessly create a large variety of engaging content, and it is very cost-effective. – Blair Thomas, eMerchantBroker

2. Wheelio

Wheelio takes the classic tactic of offering discounts in exchange for customer emails and enhances it with a gamified “spin the wheel” format that makes it fun for people to give you their email addresses. We’ve seen insane conversions from this new app as well as cart conversions (people using their coupon code). – Andy Karuza, FenSens

3. Yelp for Business

For any business that depends on reviews from local customers, Yelp for Business

How to Protect Your IP When Using Freelancers

How to Protect Your IP When Using Freelancers

In this day and age, much work is done online rather than in the office. And when companies are looking to get the job done quickly, they will often turn to online freelancers to outsource work while they focus on the big-picture.  

Today, there are almost 60 million freelancers in the United States to fill these roles, and the number is expected to grow, according to a new recent report from Freelancers Union and Upwork.  

While hiring freelancers is a great way to be able to get specific tasks done without having to hire more full-time employees, there are many things that you need to take into consideration before posting a job on a freelance website. After all, you don’t want an employee, freelancer, or independent contractor who created the work to use it for purposes other than the one you hired them for.

We will explain below what rights you have in the work that’s created for you by others, as well as how you can protect your work, idea, or invention from being used or sold by the freelancer creating the work on your behalf.

In the United States, copyright law allows the creators of original works of art, such as literary works, graphic works, movies, songs, and books to control who makes, sells, and displays the work they’ve created. 

The ownership of work that is created “for hire,” belongs to the individual who commissioned the work and not the author. This is so

How to Conduct a Successful Video Interview

How to Conduct a Successful Video Interview

The people who make up your team determine how your business runs and performs. Factors like productivity, work ethic and teamwork are all essential to create a strong team that brings successful results. That’s why the interview process is such a crucial part of your business’s success. 

Without a proper interview, you won’t be able to efficiently screen candidates and choose the one best suited for your business. Hiring ill-suited people for the job will likely result in reduced sales, ROI and growth. Not only do 52% of marketers consider video the best method of increasing ROI, but it’s also a great way to connect with job seekers. For video interviews especially, it’s necessary to use your time wisely to figure out who will join your team. 

Why use video to interview candidates?

According to a recent study, 60% of recruiters and employers use video calls to conduct interviews. As more people gravitate toward telecommuting opportunities, companies are changing the way they hire and from where. Even companies hiring locally are taking advantage of video calls and interviews to find the right match for their business.

There are several benefits to using video calls for interviews:

  • Allowing your business to connect with talented employees from around the world
  • Reducing unnecessary small talk
  • Saving candidates time and money on long commutes
  • Easing the scheduling process
  • Making the candidates feel more at ease, since they can have an interview where they’re comfortable

Whether you’re an employer or job seeker, these tips are

3 Marketing Lessons From History’s Great Advertisers

3 Marketing Lessons From History's Great Advertisers

The scions of advertising’s golden age would’ve had a field day with the tools and technologies modern marketers take for granted.

Imagine being expected to produce advertising results without being able to embed pixels in corresponding ads in order to measure conversions. Imagine mailing out direct response letters or placing print ads without the ability to segment recipients according to their job titles, income levels, or digital engagement patterns.

That said, that marketers now have access to these and other functions that have made campaigns more measurable doesn’t mean they can’t benefit from the wisdom of those who came before them. History’s greatest advertisers sold millions of dollars in goods and services, often on the strength of their words and imagery alone. Here are three lessons you can take away from their strategies.

1. Be deliberate.

Robert Collier, best known for his 1926 book The Secret of the Ages, may have lived from 1885 to 1950, but a piece of copywriting wisdom he shared in The Robert Collier Letter Book holds just as true for marketers today as it did at the turn of the 20th century:

“Before you put pen to paper, before you ring for your stenographer, decide in your own mind what effect you want to produce on your reader – what feeling you must arouse in him.”

Chances are you aren’t going to be ringing a stenographer anytime soon – and the “reader” you’re reaching won’t be a direct mail recipient, but a prospect or