Self-service Implementation

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Overview
The mutual effectiveness of a great self-service touch point can't be understated. Whilst email ticketing may be the bedrock of support, developing an online presence that enables customers to self-service is a massive win-win. Customers can find answers to questions at their convenience and that's potentially one less ticket to deal with.
 


The sense of a company can offend be determined by the way it proactively supports it's customers and how that the channel conveys the brand. An obvious element of this is look and feel, how well does it match or even seamlessly blends with your website.

A knowledge base, an active public forum, provides way of communicating with existing and prospective customers. Ticket deflection, the practice of either soft or hard techniques to flow requests to self-service resources, can also be an important strategy where the customer base is particularly large in relation to the agent resources.

Customer Experience
Information design and look & feel, form the obvious initial experience. The customer should get an immediate good impression and see what next action they can take.

There are three main types of customer support interaction patterns:
  1. one-to-one - private conversations, a ticket, be it, email, web form, chat, direct message
  2. one-to-many - public knowledge base article
  3. many-to-many - open forum, questions or comments on forums or knowledge base articles
Ideally all three are incorporated, customer picking the most effective for your audience's needs and personal preferences. As such, communicating these pathway options can be an effective way to organize your landing page.

Soft ticket deflection, allowing customer to directly create a ticket, but added signposting to self-service methods such as searching, can help reduce ticket creation count and faster answers for customers.

Hard ticket deflection, forces the customer to use self-service as a step before allowing them to create a ticket. Generally, one level of deflection is acceptable, more risks annoying customers.

'Find-ability' is also key and where personal preference play a part. Some may prefer search, others browsing through a structured knowledge base.


Implementation
A mixture of consulting led information architecture design, visual development, Zendesk feature configuration, and optional CloudSET extension capabilities.

All companies are different, but we have blueprints that can be tailored to fit most needs. The following details the main scope and deliverable of a packaged self-service implementation
  • Visual look & feel to closely match your company website branding
  • Information architecture design and set-up
  • Custom landing (home) page in Zendesk that introduces and signposts the three main support pathways (One-to-One, One-to-Many, Many-to-Many - if applicable)
  • Handover & training on the use of ticket/forums conversion & processes.

Optional CloudSET extension include:

Ticketing Implementation may also be coupled with this service to provide a full width and depth solution.

Since the level of complexity will vary from client to client, implementations are individually quoted.

The typical timescales for completion are between 2-3 weeks.

 

 

  • Overview
  • Customer Experience
  • Implementation

Self-service Implementation

Sub Banner

Self-service Implementation

Overview
The mutual effectiveness of a great self-service touch point can't be understated. Whilst email ticketing may be the bedrock of support, developing an online presence that enables customers to self-service is a massive win-win. Customers can find answers to questions at their convenience and that's potentially one less ticket to deal with.
 


The sense of a company can offend be determined by the way it proactively supports it's customers and how that the channel conveys the brand. An obvious element of this is look and feel, how well does it match or even seamlessly blends with your website.

A knowledge base, an active public forum, provides way of communicating with existing and prospective customers. Ticket deflection, the practice of either soft or hard techniques to flow requests to self-service resources, can also be an important strategy where the customer base is particularly large in relation to the agent resources.

Customer Experience
Information design and look & feel, form the obvious initial experience. The customer should get an immediate good impression and see what next action they can take.

There are three main types of customer support interaction patterns:
  1. one-to-one - private conversations, a ticket, be it, email, web form, chat, direct message
  2. one-to-many - public knowledge base article
  3. many-to-many - open forum, questions or comments on forums or knowledge base articles
Ideally all three are incorporated, customer picking the most effective for your audience's needs and personal preferences. As such, communicating these pathway options can be an effective way to organize your landing page.

Soft ticket deflection, allowing customer to directly create a ticket, but added signposting to self-service methods such as searching, can help reduce ticket creation count and faster answers for customers.

Hard ticket deflection, forces the customer to use self-service as a step before allowing them to create a ticket. Generally, one level of deflection is acceptable, more risks annoying customers.

'Find-ability' is also key and where personal preference play a part. Some may prefer search, others browsing through a structured knowledge base.


Implementation
A mixture of consulting led information architecture design, visual development, Zendesk feature configuration, and optional CloudSET extension capabilities.

All companies are different, but we have blueprints that can be tailored to fit most needs. The following details the main scope and deliverable of a packaged self-service implementation
  • Visual look & feel to closely match your company website branding
  • Information architecture design and set-up
  • Custom landing (home) page in Zendesk that introduces and signposts the three main support pathways (One-to-One, One-to-Many, Many-to-Many - if applicable)
  • Handover & training on the use of ticket/forums conversion & processes.

Optional CloudSET extension include:

Ticketing Implementation may also be coupled with this service to provide a full width and depth solution.

Since the level of complexity will vary from client to client, implementations are individually quoted.

The typical timescales for completion are between 2-3 weeks.

 

 

  • Overview
  • Customer Experience
  • Implementation

Self-service Implementation

Sub Banner

Overview
The mutual effectiveness of a great self-service touch point can't be understated. Whilst email ticketing may be the bedrock of support, developing an online presence that enables customers to self-service is a massive win-win. Customers can find answers to questions at their convenience and that's potentially one less ticket to deal with.
 


The sense of a company can offend be determined by the way it proactively supports it's customers and how that the channel conveys the brand. An obvious element of this is look and feel, how well does it match or even seamlessly blends with your website.

A knowledge base, an active public forum, provides way of communicating with existing and prospective customers. Ticket deflection, the practice of either soft or hard techniques to flow requests to self-service resources, can also be an important strategy where the customer base is particularly large in relation to the agent resources.

Customer Experience
Information design and look & feel, form the obvious initial experience. The customer should get an immediate good impression and see what next action they can take.

There are three main types of customer support interaction patterns:
  1. one-to-one - private conversations, a ticket, be it, email, web form, chat, direct message
  2. one-to-many - public knowledge base article
  3. many-to-many - open forum, questions or comments on forums or knowledge base articles
Ideally all three are incorporated, customer picking the most effective for your audience's needs and personal preferences. As such, communicating these pathway options can be an effective way to organize your landing page.

Soft ticket deflection, allowing customer to directly create a ticket, but added signposting to self-service methods such as searching, can help reduce ticket creation count and faster answers for customers.

Hard ticket deflection, forces the customer to use self-service as a step before allowing them to create a ticket. Generally, one level of deflection is acceptable, more risks annoying customers.

'Find-ability' is also key and where personal preference play a part. Some may prefer search, others browsing through a structured knowledge base.


Implementation
A mixture of consulting led information architecture design, visual development, Zendesk feature configuration, and optional CloudSET extension capabilities.

All companies are different, but we have blueprints that can be tailored to fit most needs. The following details the main scope and deliverable of a packaged self-service implementation
  • Visual look & feel to closely match your company website branding
  • Information architecture design and set-up
  • Custom landing (home) page in Zendesk that introduces and signposts the three main support pathways (One-to-One, One-to-Many, Many-to-Many - if applicable)
  • Handover & training on the use of ticket/forums conversion & processes.

Optional CloudSET extension include:

Ticketing Implementation may also be coupled with this service to provide a full width and depth solution.

Since the level of complexity will vary from client to client, implementations are individually quoted.

The typical timescales for completion are between 2-3 weeks.

 

 

  • Overview
  • Customer Experience
  • Implementation

Self-service Implementation

Sub Banner

Self-service Implementation

Overview
The mutual effectiveness of a great self-service touch point can't be understated. Whilst email ticketing may be the bedrock of support, developing an online presence that enables customers to self-service is a massive win-win. Customers can find answers to questions at their convenience and that's potentially one less ticket to deal with.
 


The sense of a company can offend be determined by the way it proactively supports it's customers and how that the channel conveys the brand. An obvious element of this is look and feel, how well does it match or even seamlessly blends with your website.

A knowledge base, an active public forum, provides way of communicating with existing and prospective customers. Ticket deflection, the practice of either soft or hard techniques to flow requests to self-service resources, can also be an important strategy where the customer base is particularly large in relation to the agent resources.

Customer Experience
Information design and look & feel, form the obvious initial experience. The customer should get an immediate good impression and see what next action they can take.

There are three main types of customer support interaction patterns:
  1. one-to-one - private conversations, a ticket, be it, email, web form, chat, direct message
  2. one-to-many - public knowledge base article
  3. many-to-many - open forum, questions or comments on forums or knowledge base articles
Ideally all three are incorporated, customer picking the most effective for your audience's needs and personal preferences. As such, communicating these pathway options can be an effective way to organize your landing page.

Soft ticket deflection, allowing customer to directly create a ticket, but added signposting to self-service methods such as searching, can help reduce ticket creation count and faster answers for customers.

Hard ticket deflection, forces the customer to use self-service as a step before allowing them to create a ticket. Generally, one level of deflection is acceptable, more risks annoying customers.

'Find-ability' is also key and where personal preference play a part. Some may prefer search, others browsing through a structured knowledge base.


Implementation
A mixture of consulting led information architecture design, visual development, Zendesk feature configuration, and optional CloudSET extension capabilities.

All companies are different, but we have blueprints that can be tailored to fit most needs. The following details the main scope and deliverable of a packaged self-service implementation
  • Visual look & feel to closely match your company website branding
  • Information architecture design and set-up
  • Custom landing (home) page in Zendesk that introduces and signposts the three main support pathways (One-to-One, One-to-Many, Many-to-Many - if applicable)
  • Handover & training on the use of ticket/forums conversion & processes.

Optional CloudSET extension include:

Ticketing Implementation may also be coupled with this service to provide a full width and depth solution.

Since the level of complexity will vary from client to client, implementations are individually quoted.

The typical timescales for completion are between 2-3 weeks.

 

 

  • Overview
  • Customer Experience
  • Implementation