Businesses should implement digital help centers to empower customers to find answers by themselves, without the need to reach out to agents for help.
Digital help centers as a first customer support touchpoint: Two-thirds of customers start with self-service options like digital help centers before turning to customer support.
At its most basic, a digital help center offers a frequently asked questions (FAQ) page. This resource uses customer service call data to offer answers to the pain points customers often encounter with a product or service. If the answers to these questions are complicated or need further explaining, businesses can link to solutions articles and how-tos for deeper dives.
Digital help centers improve product knowledge: A digital help center is also a good place to talk about the features that differentiate your products and services or even provide product reviews. This level of transparency builds customer trust and can help steer customers to the right product without requiring any interaction with a customer service rep.
A searchable database is key: The more robust your digital help center, the greater the need for smart query capability, providing customers with an easy way to search for the answers they need. This solution is a win for everyone because it is both low effort for customers and low effort and cost for your business.
Create a community: The ultimate way to help customers help themselves is to provide a community forum where they can connect with other customers. In a way, this solution is like a social media platform that’s under your company’s control. Customer service representatives can enjoy direct engagement with customers and potential leads.
While only 12 percent of customers think self-service tools like digital help centers are the most important aspect of customer service, 88 percent of customers expect you to offer it. That makes it an important place to start.