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