There are 5 things you need when replacing or building a help center for your customers:
- Rich help content
- Real user Q&A's
- Smart search
- Assisted channels when desired
- Intelligent distribution of content
Customers prefer to find answers on their own. In fact, 72% of customers don’t want to call your support center (Forrester report). They prefer to search, browse FAQ pages or use automated chat. Unfortunately, less than 50% of customers actually find an answer by themselves. That's why you need to set up a good self service flow for them.
To solve this, a smart and integrated help center should be at the core of your self service ecosystem. When done right, your help center will have a positive impact on call and ticket deflection.
*This report is based on 40+ industry leaders data.