Tips for Laying Out an Awesome Customer Self-Support System

Over the past few posts, we’ve looked at customer self-support systems, and how they can reap wonderful benefits for your business. We looked at how a knowledge base is an integral part of a self-support system, but now we want to turn our attention to the actual layout of the system.

In the last post, we stressed putting yourself in the customer’s shoes when designing a system, which means keeping it easy to navigate. Be sure to design it around your brand, and make sure the contact information is easy to find. A “browse” feature is good to have, as is a “search” option. The article linked to in this post shows a great example of a customer self-support system. Finally, be sure to optimize your self-support system to work on all mobile devices. Recent studies have shown that customers are more likely to try fixing their issues on their own, than contacting a customer service center, and having a mobile version of your system ensures this. By now we hope you see the benefits a customer self-support system can bring to your company or organization. They allow customers the freedom to solve issues on their own terms and their own time, and statistics are showing that customers are using them more and more.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree