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Revolutionizing Product Support with Self-Service

Noa Dror
Guided Learning Marketing Manager

We’re used to thinking of corporate tech support in very technical terms: fixing issues, helping users who are stuck with specific problems, and working some backend magic that users won’t even be aware of.

Amidst help desk calls and service emails, winds of change swept over enterprise customer support. With a massive rise in user per product, and with the constant improvements in measuring customer support satisfaction, brands and corporations can no longer afford to keep users waiting on the line. Saying you'll “return a call within 48 hours” is no longer acceptable to customers.

Gartner predicts that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. The vision is to make digital work as seamless and disruption-free as possible, and enterprise organizations cannot afford to stay behind.

Global IT departments needed a sustainable solution that would take the pressure off human support representatives and empower users to solve their own issues, autonomously, and at the same time improve their proficiency and product skills.

 

Automating Basic Support Processes

The solution was simple: automation of basic support processes. We are talking about simple troubleshooting actions – resetting passwords and answering common questions. As time went by and the technology evolved, support automation grew to answer more complex issues. Today, self-service support is a must-have in the corporate support toolbox. Enterprise organizations embraced self-service technologies that until five years ago were popular only to SMBs. These include a variety of solutions, such as in-application guides, searchable FAQs, and chatbots.

 

Automating support methods

 

The Power of Intuitive FAQs and Knowledge Bases

Support experts figured out something amazing: once users were able to search FAQs intuitively, in the same way most people search Google today, FAQ usage rates went through the roof. And if you brought the FAQ search inside the application, instead of forcing users to stop what they were doing, break concentration, and travel to another tab – that would make FAQs and knowledge bases everyone’s new favorite help tool.

But support experts realized something else that would rock the tech-support boat dramatically: self-service could also be used for learning and software training, and users couldn’t get enough. Users were learning by themselves, improving their software usage proficiency, and reducing their dependency on support reps.

 

Self-Service is Changing the Nature of Usership: from Passive and Reliant to Proactive and Independent

Self-service support is creating a scenario where there are only winners:

  • Users are empowered to learn and do by themselves
  • Help Desk representatives are freeing up to handle more complex issues
  • IT budgets are also being freed up, thanks to reduced call time

As the technology rapidly evolves to pioneer support solutions that are even more efficient and cost-effective, we can look forward to voice-supported help, visually detected issues, and more.

 

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