Today’s customer support landscape is ruled by the companies that rule direct customer engagement. Whatever the reason, be it Mobilegeddon or life at the speed of the latest page refresh, our customers expect us to meet them wherever they are throughout the entire customer journey, from pre-purchase to post-sale and everything in between. Blink and that customer might be gone, probably on to the next micromoment. No matter how daunting a challenge it can be to meet the demand for instant, … [Read more...] about What is Contextual (Self-Service) Content?
Being a Consortium Member certainly has its perks. The Consortium for Service Innovation held its 2018 Member Summit in Napa, California. Aside from the great views and delicious wine, there was a lot of valuable information regarding content strategies and models that improve the customer experience. MindTouch attended this three-day event, and these are the top three highlights. KCS May Be More Than A Support Model Knowledge Centered Service (KCS®) is a methodology that enables support … [Read more...] about Consortium for Service Innovation 2018 Member Summit – Highlights
In April 2015, Google drew a line in the sand. Mobilegeddon, as it’s commonly referred to. A paradigm shift toward mobile-friendly content, one that coincides with another milestone that happened the same 2015: mobile searches surpassed desktop searches. We’ll leave it to our friends in SEO to speculate, articulate, and opine as to the technical rationale behind Google’s algorithm updates. On a fundamental level, the motivation is clear: we take our smartphones everywhere. Onto the bus. Into … [Read more...] about The Shift Toward Mobile Micromoments (and What It Means for Customer Support)
The term silo brings to mind tall cylinders on a farmstead, each one filled with grain. It’s an apt metaphor for the way help content is sometimes created and disseminated to customers. Different types of product documentation stored in different, hard-to-find places. Knowledge base articles here, product training there—content silos, as they're often referred to. This kind of content experience can quietly create a high-effort self-service experience for your customers. Often, content silos are … [Read more...] about Is Your Product Documentation In A Content Silo?
If you think visitors to your customer self-service site started at your website, you’re kidding yourself. The overwhelming majority came from Google Search, and a high percentage of those users is likely using a mobile device. In 2018, 52.2 percent of worldwide website traffic has come from mobile phones. And today, more than 50 percent of search queries now come from mobile devices. Mobile isn’t going anywhere. But it’s more about the way people search with their mobile phones. In total, … [Read more...] about Is Your Knowledge Base Optimized for Mobile?
These days, the definition of customer education is expanding. Why? Because of the internet and digital transformation, of course! More specifically, customer preferences are shifting—across the entire customer journey—toward self-service. People want information, answers, and content when and where they look for it. What Is Customer Education? In a nutshell, customer education encompasses all the efforts a company puts toward creating a more informed customer. It is not—gasp!—sales and … [Read more...] about Why Self-service is the Future of Customer Education
Attracting attention on search engines is no small task. Too often, companies overlook one of the key contributors to their search visibility: product help content. And while making this content available and discoverable can help meet the growing preference for self-service support, it can also deliver other benefits—benefits that extend beyond the self-service experience. Product Help Content – Going Micro in the Name of SEO The time is now to harness the power of your unique product … [Read more...] about How Product Help Content Increases Search Visibility
As you already know, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service support in place. But if we dig into why your customers prefer self-service, it might have you rethinking why and how you offer your customers self-service. We Prefer Self-Service Information for the Same Reason We Prefer Soft-Serve Ice Cream If you’re like most people, you’ve racked up thousands upon thousands of unused … [Read more...] about The Truth Behind Why Your Customers Prefer Self-Service Support
How you say things is as important as what you choose to say. This means languages, too! As businesses reach global audiences faster than ever thanks to social media and search engines, they need to consider the role of site localization in their customer engagement strategies. The Shell and the Kernel Localization is the adaptation of a site to suit a target locale. For many companies, localization equals translation. If we just translate the content from language A to language B, we’re … [Read more...] about Livin’ La Vida Local – Why Localization is Crucial for Customer Engagement
Wading through product documentation can be intimidating and downright boring. Users will often ask questions of your support team precisely so they don’t have to deal with mounds of information, which may or may not solve their problem. However, you can turn that trend around by utilizing a contextual help system that makes finding answers easier. Below, we provide six simple ways you can help your users help themselves by accessing contextual help. 1. Don’t Tell Your Users, Show Them Rather … [Read more...] about 6 Ways to Help Your Users Help Themselves with Contextual Help