Self-service tips that every customer support head should know

Help will always be given to those who ask for it. Now, that might not always mean a crimson phoenix swooping in to save the day with a ragged hat that holds a fabled sword, but the principle still holds sound. When people are empowered to solve their own problems, most crises are averted even before they begin. In a study by Accenture in 2011, it was estimated that a typical utility could save 1 to 3 million USD annually, just by enabling people to look for solutions on their own.

With that in mind, this whitepaper aims to help you help people help themselves. It tells you:

• Why self-service is important
• How to make the most of your knowledge base
• How to build a thriving community of engaged customers
• How different companies are using self-service to earn customer love