Content MarketingMarketing InfographicsPaid and Organic Search Marketing

Self-Service and Search Engines

One means of improving customer retention and overall customer satisfaction is to produce content that helps customers help themselves. Not only are there improvements to customer satisfaction, there’s a direct cost-savings associated with customers not tying up your customer services lines. Publishing your knowledge base, frequently-asked questions, snippets and examples where search engines can find them makes this possible – not putting them behind a login for fear of competitors finding them.

Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as the below infographic illustrates, a whopping 91% say they would use a knowledge base if it met their needs. This is great news for businesses; self-service is the fastest and most cost-effective way to customer support. Zendesk’s Infographic Improvements in Search for More Intelligent Self-Service

zd search customer self service inforgraphic

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Douglas Karr

Douglas Karr is a fractional Chief Marketing Officer specializing in SaaS and AI companies, where he helps scale marketing operations, drive demand generation, and implement AI-powered strategies. He is the founder and publisher of Martech Zone, a leading publication in marketing technology, and a trusted advisor to startups and enterprises alike. With a track record spanning more than $5 billion in MarTech acquisitions and investments, Douglas has led go-to-market strategy, brand positioning, and digital transformation initiatives for companies ranging from early-stage startups to global tech leaders like Dell, GoDaddy, Salesforce, Oracle, and Adobe. A published author of Corporate Blogging for Dummies and contributor to The Better Business Book, Douglas is also a recognized speaker, curriculum developer, and Forbes contributor. A U.S. Navy veteran, he combines strategic leadership with hands-on execution to help organizations achieve measurable growth.

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