Customer support portals for delivering self-service customer support
68% of customers leave because of poor customer service. A 2% increase in customer retention has the same effect as decreasing costs by 10%, and a 5% reduction in customer defection rate leads to a 25% increase in profitability.
So addressing customer support can have a dramatic effect on your company’s bottom line.
Self-service customer support
Customers expect to be able to find information online about buying and using products and services – and in their own language. A customer support portal is key to delivering self-service. Organisations that have implemented self-service customer support have reported reductions in support costs of up to 35%.
So with 67% of customers preferring self-service to speaking to a company representative, and 91% saying they will use a self-service support site if it is available, it makes sense to adopt a self-service support model.
Typically, companies use an add-on knowledge base provided with a support ticket application and get support agents to write FAQs. However, their main duty is to respond to those calls, so they don’t get the time or focus to curate the content of the knowledge base. So the knowledge base becomes bloated and information is obsolete. And poorly written, badly structured and out-of-date information creates dissatisfied customers, damages brand reputation and drives customers to call your contact centre.
Improve customer engagement with self-service customer support
Self-service customer support starts before the customer knows they need assistance. Support content embedded in the product or application such as in-app help, walk-throughs or new feature notifications guide customers to get the most out of the product.
These techniques are then backed up with a comprehensive self-service support site that provides videos, tutorials and detailed learning paths to ensure customers are using the product to its full capacity.
Engaging customers in this way reduces frustration from not being able to accomplish a task, while increasing the perceived value of the product by highlighting new solutions.
Speak the customer’s language
46% of users only purchase products when they are available in their native language. Organisations often rely on the local markets to handle translation, which can lead to patchy quality, inconsistencies and delays.
When content is not written with translation in mind, or your processes are disconnected, going global can be painful. 3di build translation and localization into everything that we do. So even if you are not exporting yet, 3di makes sure that you are ready.
How 3di can help
3di works with product managers and customer support teams to create a consistent experience for the customer. We leverage your existing product documentation assets to reduce the overall cost of customer support.
We can create a self-service customer support site, integrate with existing sites such as Zendesk, as well as deliver in-app content to your mobile or web applications. And all seamlessly integrated with localization to provide a consistent experience to your customers across the globe.
Consulting, Tools and TrainingOnline documentationPracticestechnical communicationTechnical Writing
How to use MadCap Flare to create the front-end of your documentation portal.