It contributes to a successful customer onboarding process. Self-service tools provide new customers with a starting point to learn more about your product or service. Recommend relevant FAQ pages and tutorials throughout the onboarding process to anticipate common customer questions and help them succeed. Types of self-service The type of self-service that’s right for your customers’ needs depends on your product or industry.
For example, retail businesses often need FAQ pages and chatbots to help whatsapp philippines customers find answers to their purchasing questions, while software companies may need to provide more in-depth tutorials and documentation. Let's look at the most common types of self-service. FAQ Page Customers with simple questions often start with the FAQ page. They expect to find answers to questions like: What are your opening hours? What is your return policy? Are there accessible spaces in your establishment? What does your membership program offer? An organized, searchable FAQ page helps customers quickly find answers to their questions and reduces the number of calls to your contact center.
(The best practices section below takes a closer look at organizing a user-friendly FAQ page.) Knowledge Base or Help Center A knowledge base or help center provides customers with answers to more advanced questions that an FAQ page can't cover. They are often repositories for resources such as: Product tutorials; Detailed instructions; Troubleshooting Tips; Guides and reports; Developer documentation.
Community Forum Community forums provide a space where customers can help each other, share solutions to common problems, or provide professional advice on how to get the most out of your product's features. Loyal customers are knowledgeable about your product and are a valuable resource that can provide creative solutions and use cases. Hosting a forum helps you build a sense of community, gives you insight into product bugs and issues, and allows you to set guidelines for discussion.