A help center is defined as a virtual space where customers can resolve their problems and queries themselves and at their own pace.
According to a Zendesk report , 67% of customers prefer to resolve their own queries rather than speaking to a representative , while 91% of businesses would use a virtual knowledge base to meet support needs.
If these are the types of resources you're interested in providing to your customers, this article will help you create a unified portal that includes your knowledge base, your community, and your users, all in one help center.
Why do you need a help center?
Having a customer service center has several advantages:
It increases customer satisfaction by providing better service and meeting the needs of those who prefer self-service.
Reduce costs and increase taiwan email list efficiency by allowing agents to focus on more strategic tasks.
It allows you to create a larger community around your company and generates closer connections with customers.
Learn what help center software is and what its functions are .
6 tips for optimizing a help center
1. Set the objectives
The first and most important step is to define your goals: whether you are looking to reduce the number of support tickets your staff receives or promote relationships and interactions between customers and employees.
To do this, the information your customers leave at each point of contact is used to adapt your company's processes to provide them with the best service.
Implementing an omnichannel strategy will help you visualize your customers' entire journey regardless of which channel they use to communicate. Watch the video to learn how it works.
2. Measure to improve
It's important to measure your help center's performance from day one. Keep track of these aspects:
Statistical analysis from customer information;
Ticket resolution time;
Percentage of issues resolved by staff versus those resolved through the help center.
According to Zendesk’s CX Trends 2023 report , 72 % of consumers expect their issues to be resolved immediately when they contact customer support.