Tag Archives: self help

How to Offer Always-On, Self-Service Customer Support

self-service customer support

Self-service is a win-win for rapidly-growing (and exceedingly busy) businesses, pleasing the majority of customers while at the same time providing an efficient, always-available support medium for customer service teams. Empowering customers to solve problems and answer their own questions means less work for support teams, and overall more satisfied consumers!

Don’t believe us? Here are some statistics about customer support self-service from our friends at Desk.com:

  • 72% of people think that self-service support is a fast and easy way to handle support issues
  • 40% of customers place a call after already looking for support or answers themselves
  • 91% of customers would regularly utilize an online, self-service support center if it was tailored to their needs

Your business doesn’t have to get swept up by the new wave of customer service; get your support team up-and-running with self-service support options with these 3 steps.

1. Bulk Up Your Knowledge Base & FAQ

It all starts with your FAQ and knowledge base of information — 56% of customers cite a lack of information as their reason for abandoning a website, so it’s critical to make sure that the content in your support center is totally user-relevant, helpful and currently up-to-date. Revisit and revamp knowledge base articles, FAQ answers and other support-related content on your site on a regular basis (quarterly or even monthly), to provide your customers with the most important, accessible information possible; both your customers and your team members will certainly thank you for your proactive customer care!

2. Implement Interactive Troubleshooters

It’s pretty amazing that in today’s world, you can easily provide 24/7 access to support without doling out for any extra staff members. Creating and integrating interactive, customer support troubleshooters makes it easy to help your customers even when no one is there for a one-on-one. Additionally, Zingtree decision trees make it possible to quickly gather customer background information in case a support ticket is submitted, so you have all of the key information you need in one place.

Pairing your existing knowledge base with interactive decision trees is the best way to cover every base where support is concerned, and simplifies the process of finding real solutions. In fact, organizations that use these decision tree troubleshooters have spent an average of 20% less on support costs overall.

3. Reach Out, and Be Easy to Reach Out To

When a customer is having a major issue, or really just prefers a good old fashioned human interaction, it’s always a good idea to provide a way to get in contact with a real live person. Make it as simple as possible to reach out to your support staff, sales team, or anyone else who could help out – having this kind of clear pathway laid out on your website can mean the difference between a super happy customer, and one that is completely stressed out by your online presence.

Better yet is the idea of reaching out to your customers before they have the chance to have a problematic situation occur; this makes people feel at ease whenever something does inevitably come up, and sets a positive tone for any future communications.


Zingtree makes it easy to build customized, informative decision trees to satisfy your customers and your business. Contact us to learn more or get started today!

How to Embed a Decision Tree on Your Website

Interactive decision trees are most helpful and easily available to those who need them when included directly in your website. We made it easy to complete that ideal flow of customer interaction and self-help with options to embed your Zingtree decision trees wherever you may need them.

1. Embed Zingtrees into any web page

– Log in to your Zingtree account and go to My Trees.

– Tap on the decision tree you want embedded, then Publish.

Screen Shot 2016-02-15 at 9.44.04 AM

– You’ll see a few options for publishing your tree, including an embed code that you can paste directly into any web page, like this one below.

– Go to Advanced Embed Options to see how your Zingtrees look with different options in real-time, such as buttons vs. panels.

2. Use the Zingtree plugin for WordPress

Simply download and install the plugin to your WordPress account to quickly add Zingtrees to your website anytime!

Examples:

To embed a Zingtree into your web page, enter a short code like this with the ID of your tree:

[ zingtree id=”148196706″ ]

To display in “panels” style and add persistent buttons to the bottom of each page:

[ zingtree id=”148196706″ style=”panels” persist_names=”Restart|Submit Ticket” persist_node_ids=”1|5″ ]

To hide the name of the tree, and the back button:

[ zingtree id=”148196706″ hide_title=”yes” hide_back_button=”yes” ]

You can visit our FAQ for more information on embedding and available short code parameters.

3. See which option works best for you!

Try this embedded Zingtree below…

Need more help? Just ask our resident experts!

Why Millennials Want Independence in Customer Support

(Image via Gen HQ)

Customer service delivery preferences are rapidly changing. This is in part due to technological advances, but also the customers themselves —particularly millennial customers. This demographic cohort increasingly prefers to take CS employees out of the equation completely and simply do it themselves. Whether it’s purchasing groceries or other goods online, the millennial generation is antsy to self-serve.

As customer demands have evolved over the years, so too has self-service. Many businesses offer only limited self-service choices, which can quickly frustrate their millennial customer base. If your company’s self-serve options are restricted to general tasks, it’s time to explore how you can make this feature more comprehensive to meet the demands of millennials.

The Hard Facts of Millennial Customer Service

Numerous studies conducted by various firms have repeatedly shown that millennials prefer to self-serve and self-help rather than interact with a company representative, and the numbers really speak for themselves. In fact, in a comprehensive study it was discovered that:

  • Nearly 70% of millennial females are comfortable resolving CS issues on their own, without having to interact with a company representative.
  • 64% of millennials prefer self-service, whereas only forty-seven percent of baby boomers do.
  • 56% of millennials moved their business elsewhere as a result of poor customer service.

One reason for the popularity of self-service in this demographic group is that they can remain in control of online purchasing and other habits. Millennials expect efficient, 24/7 access to any online support decision, whether it’s updating an account profile or making a purchase. Self-service in modern times is more than an FAQ; the future of customer service will be much more customizable, interactive, and will put the customer in the driver’s seat.

Contact Centers Still Matter

Providing more self-directed features doesn’t make a call center obsolete, but it does change its function. Contact centers will need to handle more sophisticated and technical inquiries, and will have to hire, train and staff to address this need. If companies don’t adapt to meet current and future customer demands, they’ll likely frustrate customers and risk losing business.

Companies can no longer rest on the laurels of their brand, product or service; they must stay ahead of the curve and understand that how customers interact with them is often more important than the product itself. Self-service is looming large on the horizon of customer service delivery preferences – don’t fade into the sunset because you missed the boat on where the industry is headed! The future of customer service will be more self-controlled, but ready with agents to help guide customers to success.

This article was written by Tamara Irminger of MHI Global. Are you interested in submitting a guest blog post? Please contact us!

The Benefits of Self Helping Your Customers

Self-service in customer support is all the rage these days and it’s for a great reason! The goal for implementing outstanding self-service options for your customers extends beyond decreasing your ticket count. Sure, that’s a great associated benefit, but self-service is the fastest and most cost-effective way to achieve customer support.   

In fact, there’s been research conducted that proves what we already know. Nuance and Vocal Laboratories Inc. conducted a survey in 2013 that yielded very promising results for us self-service lovers. According to their research2 out of 3 consumers prefer self-service to speaking with a person for customer service inquiries. This is HUGE. Based on reliable polling, it’s been proven that when accomplished correctly (which is exactly what Zingtree specializes in *hint hint) self-service provides speed, efficiency, and modernization to your world of support.

What’s Self-Service “Done Right”?

Here are a few things to keep in mind as you build your Zingtree into an excellent self-service: 

1.   Keep your customers in mind – No one knows your product or service better than your company but don’t forget: you’re not providing customer service to your company! Be careful to meet your customers where they are at, which is more likely than not, in a state of frustration.

2.   Interactive troubleshooting is key – Studies have revealed that it’s not just about throwing up a FAQ or walls of text in a knowledge-base; it’s more about making your customer feel like they are receiving a touch of human interaction from the technology that is powering your self-service options. (EX: making the Nodes in your trees more conversational)

3.   Empower your customers – This is probably my favorite. By making your customers feel empowered to resolve their own issues with an interactive Zingtree, they feel more inclined to contact you with the real issues. In the case they are unable to fully service themselves using your well thought out Tree, and it is time for your support personnel to interact with those users, you can have elevated conversations beyond the basics.