As a company’s customer base grows, so do support requests.
But of course, you can’t keep adding new support agents to keep up with the increasing tickets.
Zero BS CRM – the top WordPress CRM plugin that brings a full-blown CRM right inside the WordPress dashboard (sans the pay-per-user-per-month pricing) – experienced this problem.
Read today’s leading story to find out how switching to KnowAll (our best-selling WordPress knowledge base solution) helped Zero BS CRM handle its repeat user queries and bring down the load on its support team.
From Our Blog
Learn how Zero BS CRM used KnowAll to create a living, breathing knowledge base to cater to its users’ most frequently asked questions and issues. As a result of the knowledge base implementation, Zero BS CRM is experiencing less queries about its customers’ most common issues, and a fall in the number of tickets even as new customers keep adding.
(Check out a quick KnowAll demo here .)
Collecting customer feedback tells you what your customers feel about your product, which can often be quite different from what you assume it to be. So get out of your own echo chamber and see your product from the perspective of your customers. Learn how to ask the right questions and use tools like In-App/On-Site Customer Feedback and Email Surveys to get inside the head of your customers.
The cost of calls and chats for handling support requests range from $5 to $12+ (per contact) while those for the web self-service channels start at just $.10 or less. Which means if your self-help content like a knowledge base or FAQs is effective, you can save a lot of money each month. Read on to discover the top 3 ways to instantly measure your support content’s effectiveness and get insights for improvement.
On Providing Customer Support and Developing Support Content
The Nurture Starter Kit from Intercom is an invaluable resource to anyone in the SaaS space. It will help you design a messaging campaign that will handhold your trial subscribers to becoming paying customers. This is a must-read because reportedly a whopping 40-60% of people who sign up for a free trial of a software abandon it after the first use. [You need to subscribe to access the kit.]
There are 100s of support metrics you could measure. But measuring the 5 metrics this post recommends will surely have the greatest impact on improving your support performance.
Here’s a primer on building a lively community for your product. Among many other things, your product community can also act as a thriving support hub where your customers help each other. And then maybe, it could also become your fastest support means, just like it’s for Salesforce: “Our support team will tell you themselves that our community is faster than our in-house people at answering customer questions.” – Erica Kuhl, VP of community at Salesforce.
Right from using names (both the customer’s and yours) to paraphrasing back what the customer has told – these psychology tips will visibly improve the quality of your customer support.
And Here’s What’s Brewing in The WordPress Community
This quick guide gives 7 ways to implement self-service support on a WordPress site. Not only that, you also get 5 tips to add more power to your support content.
(Oh and by the way, we’re thrilled that KnowAll is mentioned as the recommended knowledge base solution here! Thanks so much for the shoutout, WPMU!)
Creating posts and pages that follow the same format often means repeating all the formatting work each time. But you can save this effort and time by creating a template. Learn how you can make basic reusable post and page templates for your WordPress website.