Tips & Tricks #06 Zelfservice voor klanten inschakelen
Beste Community leden,
Lang wachten is nooit leuk, zeker niet als je met een probleem zit. Ook al bied je de beste service, jouw klanten zullen ontevreden zijn als de wachttijd te lang is. Daarom delen wij vandaag een tip over het inschakelen van zelfservice.
Met zelfservice beperk je de wachttijd. Door middel van een zelfservice portal kunnen klanten een ruim aantal artikelen doorzoeken. Deze oplossingsgerichte artikelen kunnen worden ingedeeld in categorieën en beschikbaar worden gemaakt als een verzamelplaats, ook wel de kennisbank genoemd. Bovendien kun je de zelfservice portal inrichten voor de verschillende merken die je als bedrijf hebt. Behoud merk consistentie op grote schaal met behulp van het multi-brand helpcentrum.
Meer dan 60% van de consumenten geeft de voorkeur aan zelfservice.
Publiceer waardevolle content in de vorm van help-artikelen en veelgestelde vragen. Zo bied je 24 uurs support, zonder extra medewerkers in te zetten. De kennisbank kun je tevens inzetten in meerdere talen, zonder dat je regionale schrijvers nodig hebt.
Naast de kennisbank kunnen klanten via een community forum in contact komen met iemand die hetzelfde probleem heeft ervaren. Met Zoho Desk is het mogelijk een community op te bouwen. Het community forum kun je openstellen voor iedereen of beperken tot aangemelde gebruikers.
Stel je klanten in staat om zelf antwoorden te vinden via je kennisbank of door in gesprek te gaan met gebruikers binnen je community. Door middel van de ASAP-widget kun je dit eenvoudig integreren in je website of mobiele app voor directe, contextuele hulp.
Hoe heb jij het zelfservice portal ingezet voor je bedrijf? Laat het ons weten in de opmerkingen hieronder.
Met vriendelijke groet,
Team Zoho Nederland
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