Transcribed

Online Support Center: The Essential for Fast Growing Companies

SELF-SERVICE SUPPORT FOR FAST-GROWING COMPANIES Self-service support is growing by the minute. Customers want it and support teams need it. If you're a fast-growing company, can you afford to not take self-service support solutions seriously? THE RISE OF SELF-SERVICE SUPPORT Businesses are seeing a surge in customer preference for finding answers and resolving issues on their own 72% of people think self-service support is a fast and easy way to handle support issues PROVIDING SELF-SERVICE SUPPORT Simply providing self-service support doesn't guarantee customers will find it useful. Self-service support is only effective if you make the customer experience barrier-free. 40% 45% 91% of customers contact a call of customers are likely to abandon their online purchases if they can't find quick answers to their questions of customers would use an online center after they have looked for support via self-service support center if it were available and tailored to their needs LOADING. When self-service support is done right, it can lower costs improve productivity, and lead to a more personalized and profitable customer experience BEST PRACTICES CUSTOMER SUPPORT CENTER of customers cite lack of information as their 92% of customers are frustrated with the 63% 56% of people use search engines to find information. Optimize content for frequent customer searches to search bar in the reason for abandoning a website. Make sure support center. Keep the search bar front and center so content is easy to find. the support center content is current and useful to customers. generate more traffic. SELF-SERVICE SUPPORT TOOLS Customer self-service support is no longer a want, it's a necessity. To win, businesses must be laser-focused on understanding their customers and engaging with them better than anyone else. All of which can be accomplished with the right self-service support tools. Learn more about self-service support in our FREE ebook saleforce desk Self-Service Support for Fast-Growing Companies DOWNLOAD NOW SOURCES desk salesforce Forrester.com, Gartner.com, Intelliresponse.com, 121Media

Online Support Center: The Essential for Fast Growing Companies

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One area where businesses may struggle the most is customer support. Whether it be a lack of information, or trouble finding resources, getting help to your customer is a necessity in today’s marke... tplace, and is essential for customer satisfaction. www.desk.com has created an infographic entitled “Online Support Center: The Essential for Fast Growing Companies”, detailing the importance of the online support center, and how customers are increasingly relying on this system to solve their issues. When it comes to self-service support, 72% of customers think it’s a fast and easy way to solve their problems. It’s a no-nonsense, easy way for customers to get what they need without waiting for a representative. 91% of customers believe that they would use an online support center if it was available and tailored to their needs. Self-service support is not an end-all to the customer support platform, however. Companies must have other support avenues lying in wait. 40% of customers will contact a call center for further assistance after searching the self-service area. If their question can’t be answered expediently, 45% of those customers will abandon their online purchase. The way self-service support sites are built, however, is important. 63% of customers say they are frustrated with the search bar in support sites. Keeping the search bar easy to find is critical. 56% of customers say that a lack of information leads to abandonment of the site. Keep information current and exhaustive. 92% of customers will use search engines to find answers to their problems. Always optimize your content for frequent searches so customers find their information on your site-and not a competitor’s. Feel free to comment, like, and share this infographic from www.desk.com entitled “Online Support Center: The Essential for Fast Growing Companies”.

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