Is your content delivering what your customers expect? Are prospective customers even finding your content?
Customers expect a clear and consistent message wherever they engage with you throughout their journey—from Google, across social, within your shopping cart, on your support site. If at any point they’re not finding information they need, they’ll move on to your competitor who’s better at answering their questions.
Keep your customers happy
There is a major disconnect between the way that many companies treat help content and what customers expect. Consumer trends have paved the way for your product and help content to shine.
The majority of customers today prefer online self-service over more traditional support channels. Since phone calls are likely your most expensive type of support interaction, this is great news!
Well, it’s great news if you’re actually delivering a successful self-service experience. Otherwise, you’re just helping customers get even more frustrated before they make that expensive phone call.
More good news—chances are you already have the content you need to pull this off. Unfortunately, if that valuable content isn’t accessible exactly where people are looking for it, then it might as well not exist.
Take the Smart content approach
With a smart content approach, you can transform the content you already produce into a growth-generating engine:
- Break down inefficient knowledge silos between Product, Training, and Support.
- Enable your customers to become experts at using your product with the content you already have.
- Empower every channel to create even more opportunity to gain valuable user analytics that reveal actionable insight.
What is smart content? What makes smart content different? Learn about the customer needs addressed by introducing smart content throughout the customer journey to differentiate your brand. Read all about how smart content impacts customer experience.