Considering I’ve used this blog to rail on poor self-service website experiences I decided to focus in on the best practices web self services pdf to wrap up the remaining reading posts.. Here are some of the things I found interesting.
“A recent Forrester study showed that more than a third of companies rate their self-service capabilities as below average to poor”
The article discusses the importance to have a strong, relevant, and healthy KB at the core of your self-service website. The KB should have:
- Access methods to know that make sense to your users
- Quick, simple escalation choices to agents who have a customer-centric view in mind.
The article referenced an interesting statistic:
“Users with a positive search experience spend 270% more on e-commerce sites”
While the article stressed that a self-service website shouldn’t just rely on search, it recognizes that search is an important feature of a KB. As a result it makes the following recommendations:
- too many answers make it overwhelming
- ask clarifying questions
- spelling suggestions
- automated learning built into a kb to promote documents to top of results based on use or expert weighting
- save searches,
- replay past searches,
- auto complete search terms
Going beyond search a good self service website should include:
- FAQ’s
- service alerts
- subscribe to content of interest
The article also discussed one best practice which is to change authoring of KB articles from non-customer centric authors to customer service agents. This way the KB articles can be more relevant to the questions being asked by users/customers.
Some other best practices recommended:
- Feedback forms can be appended to all solutions
- If an agents is unable to find right solution, agent can author a jit knowledge article
- Expert users ability to post
- Forums integrated into kb articles
All in all this was a very straightforward and relevant article on KB’s at the center of a self-service based web site.
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