Happy customers are the key to business success. It’s a given though!
But, do you know what makes customers happy?
It is a quick response!
And, offering a quick response with an exact answer that customers are seeking is the key. This includes links to FAQs, how-to guides, or references to an article from the knowledge base. However, in 2020 many trends have been changed especially on the customers’ end. Since people got no time, they now prefer to get answers to their quires themselves. Along with this, they don’t want to wait in line even for a minute to get direct answers from the support specialist or days to get an email response. This phenomenon has given rise to Self-Service.
But then again, offering a self-service portal or search bar on your website or on the top of your app is not enough unless it is capable of understanding the context and the hidden intentions behind the customer’s entered queries. In this quest, Freshworks CRM can do wonders.
It is a complete suite that contains a wide range of applications that improve omnichannel support. For this to work, you need to get Freshworks CRM Integration. For this, you can reach out to FreshWork Consultant and Freshworks Partners.
Here in this article, you will find three things, first, what is causing the self-service trend to flourish, and some tips that can significantly improve yourself-service support initiative. Lastly, how the self-service portal integration with the knowledge base can result in support agent experience and simultaneously contribute to customer support.
Why does Customer love Self Service?
Well, the answer is simple and you do it all the time when you go out to shop for groceries. Similarly, people nowadays got no time to invest in an action or activity that requires waiting whether it comes to grocery shopping or hunting for a product on food aisles. Therefore the concept of self-service is becoming popular, and the main reason behind this is it saves time and customers can get instant solutions to the problem they are seeking. This is the same reason why, Apple is offering iPhone 12 and 13 self-repair programs, that will allow iPhone users to buy parts and repair their devices using a repair manual.
Read More: How Freshworks Can Help In Building An Omnichannel Support For Ultimate Customer Experience
3 Ways Self-services integration with Knowledgebase Contributes to Customer & Agent Experience
1. Education Of Customer And Employee
The first and the foremost important thing about the self-service portal is it allows organizations in saving a lot of time especially when it comes to training new employees and resolving queries of the customer in vocational season i.e. summer break, valentine, and Christmas, etc. Moreover, the detailed document with images, screenshots, and how-to video can increase the efficiency of the self-service. Wondering how? Imagine you are looking for a solution to integrate Freshworks with Freshdesk and you go to the Techloyce website, search for the manual, and attempt to do it yourself. Doing so will help you save time, and the first-hand experience will allow you to help in training the new recruits. Another best example of self-service strategies’ efficient use is HubSpot.
2. Simplify System Operation
Another benefit that self-service integration with knowledgebase offer is, it is powered by AI. This means using one keystroke you can get the information. On top of this, it empowers the support executive in sorting customer problems, re-directing them to the relevant information sources, and ultimately saving time and efforts that can be invested on high-priority tickets.
3. Mitigate And Create A Channel For The Support Process
A customer never sleeps neither on holidays or on weekends. So, if you think that you can delay the ticket generated on Friday evening till Monday morning, then you have got the things wrong. Since customers are short on time and want instant responses, hence, integrating AI into your self-service and knowledgebase can significantly lessen the influx of customer support tickets. Moreover, the AI and chatbot integrations are considered another considered added feature that magnifies the omnichannel support by offering uniform and timely solutions to the customer, no matter what channel they are using to reach you e.g. website, application search bar, message, and chatbox.
Tips To Improve Self-Services & Knowledge Base Integration With A Support Channel
The process of integration is not that complex, but the key is to make the document rich and relevant to the customer so that every piece of information can be searched and simultaneously enrich the experience of the visitors. If you have a self-service portal integrated with your system but still, no significant result is getting, then the following tips are designed to help you optimize your strategy.
- Integrate knowledge base with the central system. Doing so eases the efforts of supports executives. Since the Freshdesk offers an intuitive board that modifies its appearance based on the nature of the support ticket. This makes quick access to resources such as knowledgebase articles, search bar, a reliable source for the support agent.
- Use simple language & avoid technicalities. Another thing that you need to understand is, your customers are not always tech-savvy or have completed a degree in computer science. Therefore, make sure the content that you are creating is easy to comprehend even by a layman person. In addition to this, to make it more intuitive you can add infographics, how-tos videos, guide articles, and screenshots to navigate the visitors. For this, you can also customize the self-service portal to add a section for feedback.
- Update and organize knowledge. In addition to the simple language, there is a need to keep the information new, fresh, and organized. And, if you are wondering how you can identify which information to include or how to choose the subject for your knowledgebase articles, then you consult the metrics of your website. This will let you know what problem your visitors are facing, which piece of content they look for on your website, and hence you ensure the information remains new and relevant.
Read More: Why Enhancing Digital Experience Is Necessary for CX in Coming Years
Conclusion
The technology has widened the scope of support. Unlike in the past, the customer is now using multiple channels to interact with the companies, communicate with peers, and share information. This has raised concerns for the organization to especially in the support sector. And, the best thing is tech-stack of 2022 has increased the possibility of achieving uniform support initiatives with the help of CRM integrations e.g. Freshworks CRM. It consists of multiple applications that can be customized to support the needs of the organization. Along with this, it brings the CX and EX to the forefront to ensure everything remains smooth.
To get more information about Freshworks integrations, Freshworks CRM, and HubSpot Freshdesk integration, feel free to contact Techloyce, a certified Freshworks Partners.
