Make Your Help Center Smarter and More Relevant
Support-driven organizations are turning to make their help centers more current, robust and smarter.
With key industry metrics and trends skewing in favor of self-service, support-driven organizations are turning to make their help centers more current, robust and smarter. In order to make help centers more relevant, it’s important to take measures to keep content fresh, focus on presentation and layout, ensure consistency across support channels and make use of intelligent self-service.
Technological advancements are allowing companies to employ AI and machine learning algorithms to learn from customer interactions and feedback in order to improve search results, predict relevant content and build phenomenal help centers. The results of frequent searches, agent interactions, surveys and social media conversations are being mapped, optimized and presented in the most concise, relevant and accurate manner.
Furthermore, metrics such as customer effort score, ticket volume and average resolution time are very good indicators of help center effectiveness. Tracking these key metrics constitute a crucial element of measuring success. Download this eBook for useful tips!
Content is King
"Investing in content is the most crucial element of customer success."- Mahesh Ram, Founding CEO, Solvvy