You’re a lean operation – perhaps in tech or manufacturing. You contract and outsource to scale for demand. But as a premium offering, customers expect 24-7 support. How do you balance labour-intensive service costs with tight budgets?
The Challenge
Traditional customer support channels – phone and email – mean hiring overtime staff for peak demands, long wait times and office-hours availability.
The Solution
Self-service is a game-changing approach to customer support. It empowers customers and distributors to find answers independently.
Our 24-7 Support Suite for technical documentation lets you leverage a wide range of DIY options to reduce support calls, free up sales teams, and satisfy customers.
The Evolution of Customer Support
Business owners are in a lose-lose when it comes to support.
- If you put detailed Support FAQs on your website, you lose credibility with prospects.
- If you DON’T publish Support FAQs, customers splash service failures on Google review.
Support options to avoid
We’ve all been victims of these self-service support options that DON’T work
- Chatbots. Please, no more chatbots with their false promises of human contact. Chatbots set an expectation of 24-7 manned support, and end up as a disappointing email.
- Telephone lines that are “press 2 for Tech Support, followed by “Our opening hours are between 2 and 4pm on alternate Thursdays…please email us”
- Multiple YouTube video channels that send your customers to your competitors.
- Google who mashes your instructions with 4 of your competitors and uses information that is out of date.
- Blindly obvious Support FAQs – rehashed sales features – written when the site was launched.
- Bluntly truthful Support documentation that makes your product look difficult to use.
About The InTouch 24-7 SupportSuite
InTouch24-7 prides itself on building Websites That Work! Our 24-7 Support Suite is based on monitoring what works for our customers, and evolving YOUR suite based on what works for YOU.
This isn’t an app where we sell you software, and leave you to adjust your business around pre-conceived ideas about how your business should support customers.
It’s a framework. It not only has suggestions and great defaults, it’s also personalized to your requirements at the start.
But if your requirements change, your 24-7 SupportSuite can change.
You aren’t locked in to our services.
- It’s an easy-to-use, easy-to-update WordPress website.
- Any good WordPress developer can customize it.
- It uses Gutenberg Blocks (or Classic blocks).
- Add your favourite plugins and themes – we will suggest options from our 15 years of experience.
- You own and control your own 24-7 SupportSuite. It’s NOT a rental that increases prices and limits functionality overnight!
24-7 SupportSuite DIY Options
Okay, so it has a chatbot too
Customers know to look for chatbots when they are in trouble.
Our flexible chatbot agent can handle “instant answers” to common customer inquiries, and has an optional feedback form, but then redirects users to the full website to deal with more complex issues.
Our chatbot in installed on your MARKETING website to guide customers in trouble to your stand-alone, support-orientated subdomain (e.g. support.yourcompanyname.com)
Knowledgebase and Technical Documentation
Comprehensive online libraries with articles, guides, and manuals to help customers troubleshoot issues and download product specs on their own time. If you already have PDFs, we can organize and categorize them, so they are easy to find. Protect with passwords, or logins.
FAQs (Frequently Asked Questions)
A curated list of common questions and answers for quick solutions to frequent queries.
Embed Videos … or entire YouTube Video Channels
Step-by-step video guides and interactive tutorials for visual, easy-to-follow solutions, catering to different learning styles. All in one place.
Total flexibility
The 24-7 SupportSuite accommodates code fragments, logins, tables, videos, categories, and more. Let your Support Team decide what is best for after-sales support!
Community Forums
Online communities where users can ask questions, share solutions, and connect with other users who have similar experiences.
Active Search and Auto-Suggestions
Type the first part of a keyword, and suggestions pop up – with or without icons, images and subtext to help identify the right answer instantly.
Tables of content for long-form, in-depth articles
Click and jump down the page and defeat the frustration of endless scrolling. Leverage Classic WordPress with Shortcodes, or take advantage of more advanced options with Gutenberg.
Leverage Analytics
Monitor usage patterns and feedback to continually improve your self-service offerings. Identify gaps and frequently searched terms to add new content. Analytics on documents, pages, feedback per page and more.
Benefits of Self-Service
- 24/7 Availability: access help anytime, anywhere, without waiting for business hours.
- Reduced Support Volume: Reduce your support calls and emails
- Reduce staffing: freeing up your support team to handle more complex issues.
- Cost Efficiency: reduce operational costs without dropping your service levels.
- Customer Satisfaction: Empower customers to find solutions independently
Free Consultation
Incorporating self-service into your customer support strategy is no longer a luxury—it’s a necessity. Our 24-7 SupportSuite will transform your customer support experience. Click on the link for a free Consultation with our expert to see examples and brainstorm ideas. We’d love a chance to show off what we do for our clients!
