How else are they going to find it? Site-wide widgets for e-commerce storefronts like MantraBand follow customers page after page. Notice too, the widget is preloaded with a search bar and the topics MantraBand knows are its most common inquires:. For your knowledge base to enable self service, you need search visibility offsite as well as intuitive search functionality onsite.
Externally, this means optimizing your FAQs just like you would any other piece of public content: for search as well as social. Branded searches are particularly common when customers seek help, which is why hosting your knowledge base on your own domain also matters. Onsite, people bring those same Google-esque expectations. Ensure your articles include keyword variants and that your search bar autocompletes for common terms.
Informational hierarchy is fancy term for putting first things first. Businesses pour and sweat over what visitors see on their homepages, landing pages, and product pages. In contrast, Statuspage frontloads their knowledge base with the most common questions new customers face, grouped into clearly defined categories:. To propel users forward, related articles are an additional touch. Just be sure you group articles intentionally: meaning, through data and reporting.
Note: All of these examples come from real Groove customers—build your own unique Knowledge Base today with our free trial! Email was born for one-to-one communication. As your business grows, it gets harder to not only stay on top of email, but the multiplicity of communication channels in which your customers live and breath. More to the point, they also want to have your response mediated through whatever channel they originally submitted their request through.
From the inside out , when you try to offer that level of convenience, overhead sprawls—your team spends their time monitoring multiple platforms, deciding how to divide the work, and so on. But for our customer support agents, Groove gives us all the features we need to give awesome customer support. Allan Branch Founder of Less Accounting. The best way to cut that overhead is by leveraging automation to bring all your support channels into one location.
In essence, to reduce your collection points down to a single, all-inclusive hub. No matter how you talk with your customers or what channels they use, the ability to unify all conversations into one command center is nonnegotiable. But, the principles are universal. What really matters is selecting the right tool for your business. Generally, we find that companies struggle to automate communication along two lines: channels and departments—this includes…. Tags are the fastest, most human-centric way to organize.
Marking conversations with the terminology your team already uses adds clarity. As do easily customizable and identifiable colors. Regardless of the name they go by, rules are the real magic of automation. Last in the organization trifecta are folders. Carrying on the automating logic of rules, folders can be created to automatically collect and display nearly everything:.
It can also make your in-house environment a better happier place. As a small-scale example, at Groove, whenever someone reaches out offering to write a guest post for our blog, that request is immediately sent to the marketing department by assigning the conversation to them. The same is true for other departments, submission types, and individual agents.
Your own automation efforts should do likewise by segmenting the…. On the frontend, much of this can be managed by the pages and forms you create. Every one of those frontend elements is then used to automate who inside the company receives the inquiry. When multiple people are involved, automation becomes even more critical. The better your teams are at serving customers—the more proactive and time-sensitive they take their jobs—the easier it becomes for two or more people to begin addressing the same request simultaneously.
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Commercial Real Estate. Computer Games. Computer Hardware. Computer Networking. Computer Software. Consumer Electronics. Consumer Goods. Consumer Services. Education Management. Clarity Help Desk is designed to be flexible. Configure the system to meet the specific requirements of your organization.
Customize screens for different support teams and tailor workflows to improve user efficiency. Create web forms which allow your customer base to easily and quickly submit tickets directly from your website. Associate tickets to issues, then automatically resolve the tickets when the larger issue is resolved. Simplify problems, reduce effort.
Build custom reports and dashboards to better understand your customers, team, and performance.
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