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.