Building a best-in-class
customer self-service
experience
Building a best-in-class customer self-service experience
2
Although that title doesn't come with a fancy trophy or ring
though that would be niceyou take pride in driving your
company's efforts to give customers what they increasingly
prefer: self-service.
Why do you do that? Because the benefits are clear: customers
don't want to wait, and providing them with great self-service
content shows them that you value their time as much as they
do. And since self-service lowers support costs, drives better
customer satisfaction (CSAT) scores, and improves agent
efficiency, it's just good business sense.
Yet while your knowledge management efforts have begun to
bear fruit, there's a nagging sense that your organization could
do better. Just how exactly will you take your knowledge-
management program to the next level?
If there's a universal truth in knowledge management, it's that
building a successful program requires a long-term, cross-
organizational effort. In this guide, we'll show you the path
forward, from building a solid foundation to becoming a truly
knowledge-centered company.
You're a knowledge
management
champion.
Building a best-in-class customer self-service experience
3
Building a solid foundation
Your first step to laying the groundwork for a constantly
improving self-service experience will be to commit the
necessary resources: people and technology.
The backbone of your program will be team members with
extensive expertise, technical skills, and a commitment to
quality, so be prepared to do everything you can to set up your
agents for success. That need for expertise stems from the
changing role of the support agentwith artificial intelligence
tools becoming increasingly powerful, the traditional tier 1
position (which handles basic tickets) has begun to disappear.
For example, Zendesk's Answer Bot can answer the simple
questions traditionally handled by entry-level employees thus
freeing up agents to work on toughe