Self Service Experience
Self-Service should just work.
Empower users to solve common issues on their own, faster than ever with Helpshift’s Self-Service Experience.
What is Self-Service?
The term self-service refers to a type of customer service offering which puts the power in the hands of customers. Using in-app, in-game, or web self-service, customers can instantly access answers to common queries, and resolve typical problems without having to go to the hassle of contacting an agent.
Self-service is being used to improve customer experiences, by equipping customers with the information they need without having to ask for it. Typical examples of self-service can include FAQs, Quick Search Bots, and knowledge base articles.
The Benefits of a Self-Service Experience
No experience should feel disjointed. Give users consistent self-service in-app and on the web. Today’s customers are busy, and their expectations in terms of customer service are higher than ever. If they come up against a problem, they expect it to be resolved at a moment’s notice, with minimal fuss.
Self-service enables customers to access all the support they need, from any device. This automated service can easily be scaled as needed, so it never limits the capabilities of ambitious brands. Automated bots can be used to provide answers within seconds, meaning no customer ever has to wait around for support.
Self-Service Experience with Help Center
Keep users right where they want to be with self-service access to common support questions, inside the app.
Introducing Smart FAQs
We have all had a moment where a set of FAQs left our specific question unanswered. By the time the answer is found, the support team and the users are flustered with the tedious process.
This issue now has a remedy – Smart FAQs. By elevating the average FAQ experience, the user saves time and frustration which alleviates pressures on the support team as well. Featuring a curated smart form and process that gathers information right within the FAQ experience, it is the perfect remedy to an age old issue.
Examples of when Smart FAQs can be used:
- Lost Accounts: User has lost their account and wants to recover it. They have to fill out a smart form to authenticate they are the correct user
- GDPR Requests: If a user wants to remove their data
- Report Obscenities: While playing game, if user comes across a different user with a vulgar username, they can report it
Give users instant answers by enabling bots to pull solutions directly from your self-service knowledge base.