The purpose of this WOW Guide is to help you and your organization get started with knowledge base content, cut down incoming customer interactions and provide amazing customer service through an engaging online support center.
One form of customer service on the rise is self-service support. In this “Ultimate Guide,” we will be touching on the foundation of self-service support – primarily, what this level of support means to fast-growing companies as well as their customers and organization.
The business-customer relationship is changing and these days, it’s customers who are calling the shots. No longer is the relationship a simple transactional one in which the business offers its goods and hopes the customer decides whether to buy or not.
When we first set out to research the state of the customer service market in 2012, we made sure to build a survey we could repeat each year to track changes in the evolving topics of customer service.
Customers demand an omni-channel customer service experience. They are no longer willing to settle for just one single channel. A service experience spanning phone, email, chat, Web, mobile, social media, in-store kiosks, IVR, SMS or in-store visits has become the expected norm.
When it comes to issue tracking software, the practical need is fairly clear: you have customers and/or employees to support, and you need an established set of tools to organize, track, and measure these services. Many software solutions available today offer the tools you need; however, it’s necessary to understand your specific needs before comparing products.
The practical need for customer service and support software is fairly clear: you have customers, you provide customer service to them, and you need an established set of tools to organize, track, and measure these services.
In the customer service environment, an effective knowledge management solution combines troubleshooting and resolution documentation, case histories, and customer information into a single, searchable repository with tools for workflow management, content collaboration, and reporting.
In general, help desk software is discussed in terms of the enterprise solutions designed for large companies. What about smaller companies simply looking for a more efficient way to support their employees and measure productivity?
For even the best customer service companies—those with droves of highly satisfied customers—customer complaints are just a reality of doing business. In fact, these companies often owe part of their high satisfaction ratings to the strength of their complaint management systems and processes.