It’s a common misstep for companies to take a rigid, one-and-done approach to setting up a self-service channel. As customers embrace new ways of looking for help, your self-service process needs to change with them.
Use key self-service metrics like customer satisfaction (CSAT) scores, tickets created, and bounce rates to create benchmarks for improvement.
Korman advises companies to take an iterative approach: “Start small. Start with just the things that are most important, and then learn as you go.” Consider beta testing new approaches with small customer groups before rolling out changes company-wide.