PROVIDE ON-DEMAND SUPPORT AROUND THE CLOCK
Customers don’t want to wait for answers, even when they’re working past midnight. In a recent survey, a majority of enterprise software users said they would rather find help on their own than talk to an agent. And if you provide 24-hour live support, self-service can ensure consistent quality by equipping reps with approved resources to forward to clients.
Sonata Learning Software Success can help identify and implement the right self-service support options for your users, from knowledge base articles to videos, chatbots, and more.
FREE UP AGENTS TO HELP WITH MORE COMPLEX USER QUESTIONS
Quality self-service resources can multiply the effectiveness of your support reps. According to the Help Desk Institute, attaching knowledge base links to support tickets boosts First-Contact Resolution rates 15%. And by giving customers quick answers to common questions, self-service resources let reps devote more time to users with more complex issues.
Sonata Learning Software Success can help your organization decide on a reasonable “deflection” strategy for redirecting users to self-service resources before connecting them with an agent. We can also provide soft skills training for support representatives, if desired.
BUILD A SUPPORTIVE USER COMMUNITY
If your user base is large enough, setting up community forums where users can support each other is an excellent option.
Sonata Learning Software Success can work with your team to create peer-support forums and develop strategies for incentivizing users to visit and contribute to conversations.
UTILIZE YOUR KNOWLEDGE BASE TO ATTRACT NEW USERS
Making your knowledge resources accessible to the outside world can boost search engine rankings, reach new target buyers/users, and educate prospects on key features.
Sonata Learning Software Success helps you maximize the value of your self-service tools to generate additional revenue.
