Instead of emailing back and forth, we funnel customers toward an article that can solve their issues. “ has definitely helped us keep our ticket volume down, but more importantly helps our customers find answers to their questions almost immediately. As an early participant in Zendesk’s beta program for Answer Bot, they were one of the first to benefit from Guide’s AI-powered self-service. Ticket deflection gave them more time to invest in their chat and phone support for complex questions about their wireless tracking products. TrackR discovered that they had more bandwidth to expand their channel offerings thanks to the self-service features of Guide. Also, we have more context about the users that request 1:1 support. “The Mobile SDK has allowed us to provide quick answers through our help center. That ratio of 70:1 proved to them that their customers were finding answers for themselves about the the company’s smart predictive keyboard. The data from Swiftkey’s Support exposed an impressive statistic: for every 70 views on their help center, only a single ticket is created. – Gerald Hastie, Director of Global Customer Experience If this guided approach doesn’t answer the customer’s question, we promote the search feature or the customers can submit a ticket.” It usually dives about three questions deep and then returns a series of related articles or links to the forums. If there’s a technical support issue, then the form asks a relevant follow-up question, and then another.
It helps customers narrow in on the exact article that will help them solve an issue. The support team took it a step further by utilizing the Zendesk API to design their own dynamic search feature within Guide. The help center that Evernote created plays a key role in reducing ticket volume and serving their freemium customer base for their note-taking software. For a deeper dive into the benefits of customers helping themselves, we decided to highlight five of our customers and their use cases related to self-service: Evernote Our customers that utilize Zendesk Guide for their self-service needs have noted that they benefit from reduced operational costs, improved agent productivity, and increased customer satisfaction.
It’s a big undertaking to set up an entire help center portal and write out all of the articles, but it’s an effort that pays off in the long run.
And yet a surprising number of businesses admit that implementing self-service isn’t a top priority, or it’s one that they just can’t get around to. With 73% of consumers saying they want the ability to solve issues on their own, companies can do well to provide a customer experience tailored to self-service. We’re also offering a recorded webinar on how Evernote uses self-service to all of our readers.
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