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• The user gets a personal specialist assist them.
• The specialist will be knowledgeable and would provide the best solution
• Minimal effort spent by the user
• Customer support specialists can handle a very limited number of calls in a day.
• They have to have great product knowledge so as so solve these queries best.
|Allow Users to Raise Tickets||
• Allows the user to spend no effort other than raising their issue
• It gives your specialists some more time to answer these queries
• It may take a while to answer tickets and hence queries are not solved immediately.
• Missed out tickets can be a major issue leading to the user dropping out.
|Frequently Asked Questions (FAQ’s)||
• Can help users solve problems then and there
• Involves a with a simple search.
• They are most commonly occurring problems and hence have detailed answers on solving them
|• It requires a lot of research and well thought out answers to FAQ's so as to explain the solution in the best possible way|
• Communities, once well set can grow by themselves.
• You can enable your own expert users to answer queries
• Makes your query database always updated with the latest answers.
• Can easily pinpoint common user queries by analysing community threads.
• You require a specialist to build and nurture the community.
• Not all user's would want to respond to questions from other users.
• Community moderation might also be required
• User's can see and follow steps live.
• Shares a clear understanding of the whole tool without having to move out of your website at all.
|• This would force the user, no matter their skillset, to sit through the whole workflow which may actually annoy a busy user who does not have the time for a basic walkthrough that he is already aware of.|
• They can visually explain the whole process
• Can be targeted towards a multitude of problems
• Can reach hundreds of customers without using any manpower.
• They can be shared which really helps when working in teams.
• They are direct, easy to understand and allow the user to solve problems by themselves
• Do not waste much time.
• They have to be well thought out and cover all aspects.
• They should be engaging very clear so that the user understands well.
• These videos might not be able to cover every single topic and really niche problems may still persist
|Where can you use your How-To Videos||Value|
|Soon after onboarding||
• Usually the videos used here explain the basic steps for setup and to get your user started.
• They make user onboarding much smoother as the user now already knows a lot about how to use your product
• These can be used best when solving customer tickets.
• The customer support specialist knows the exact problem faced by the customer and can share the right video
|QnA||• This allows you to solve the most common problems with ease directly on your website|
• Customer support blogs go into detail and it can get monotonous sometimes.
• Videos in these blogs can summarise, share tips and tricks or even just educate people, enriching the article along the way.
|Directly post on YouTube or other social channels||
• This allows the user to directly search for their queries and have them solved immediately.
• These can easily be consumed, shared and are of great value
B2B brands use different types of strategies to reduce customer support tickets such as releasing a string of bitesize digestible videos explaining the features of their product, creating a chatbot on their website, circulating FAQ videos in newsletters, starting a YouTube channel to address doubts and questions through videos, and publishing an online user manual.
The most important part is providing a feedback loop and a communication channel. Companies that are highly successful are always the ones that invest in nurturing their relationship with the customer. Most companies make decisions after studying their competition. Some of the basics are providing chatbots on websites, addressing customer tickets through mails, and providing video courses for training.
Customer support is crucial in retaining new users and reducing churn. It includes providing help by answering customer questions, talking about upgrades on the product, helping with product adoption, and creating onboarding videos to better explain the UI.
A great way of reducing customer support tickets for any B2B SaaS companies is to invest in creating well-structured and in-depth video academy training courses that the users can easily find and referred to, as and when needed during the onboarding process. Other methods include setting up a strong customer support team to prioritize tickets based on urgency, publishing FAQ pages, and creating a YouTube channel that would provide knowledge for all basic features of the product.