• 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