Customer support

68% of customers leave because of poor customer service. A 2% increase in customer retention has the same effect as decreasing costs by 10%, and a 5% reduction in customer defection rate leads to a 25% increase in profitability.

Improve customer engagement with self-service customer support

Self-service customer support starts before the customer knows they need assistance. Support content embedded in the product or application such as in-app help, walk-throughs or new feature notifications guide customers to get the most out of the product.

These techniques are then backed up with a comprehensive self-service support site that provides videos and detailed use cases to ensure customers are using the product to its full capacity.

Engaging customers in this way reduces frustration from not being able to accomplish a task, while increasing the perceived value of the product by highlighting new solutions.

Benefits of self-service customer support

How doc-department can help you

doc-department’s technical communications solutions work with product management and customer support teams to create a consistent experience for the customer.

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