According to some estimates, employees spend 2.5 hours a day answering silly questions. Assuming everyone works eight hours a day, 2.5 hours means more than 30% of time is wasted. Building a help center for enterprise products means that users can solve problems related to the use of products by themselves, thus freeing customer service staff from tedious work and spending effective time on more valuable work, reducing costs and increasing efficiency for the enterprise.

Use help center to improve customer service efficiency

Optimizing consumption experience and realizing cost reduction and efficiency increase are the driving forces for enterprise users to actively explore customer service system optimization. With the awakening of the consciousness of consumption sovereignty, the demand for consumer consultation is rising, followed by the contradiction between the demand for massive consultation and the supply of limited manual customer service. The help center is a contradiction mediator, which is used to improve customer service response efficiency, release human resources while optimizing consumption experience, and bring a new path of cost reduction and efficiency increase for enterprise users.

Most of the time, when customers encounter problems, they hope to get a quick response from the customer service staff. However, the customer service staff often need to reply to a lot of messages every day, so it is difficult to timely respond. When they do not receive the expected response, they often switch to other products or lower their evaluation of the product, resulting in customer loss.

Three tips to help center maintenance

1. Keep the help document regularly maintained and updated

The content of the help document page should be updated, adjusted and maintained regularly. You can arrange a person in charge to organize the data regularly, adjust the content, and put in the content that customers really care about. Allow your customers to visit in time when they encounter a problem, and find a solution to the problem, self-service, reduce waiting time, improve customer experience, increase customer retention.

2. Collect customer feedback and form a service closed loop

There should be statistics on the reading of help documents. Key information is obtained from data such as user reading amount, and processed by analysts. Conclusions are drawn to judge what users care most and what they do not care about. According to the conclusions, we can improve the quality of service, optimize the content, and better solve the problems of customers.

3. Choose a trusted help center building tool or a trusted partner

Choose a good tool to get great customer service off to a good start. There are so many products out there to help set up help centers. If you choose an unreliable product, the later maintenance and handover will face great trouble.

There is a great help center building tool called Baklib, you can edit documents online, co-work, online product manual, help center, FAQ, Guide, knowledge base, product introduction, development documents, online manual, and publish to the website.

Build a help center using baklib to:

  • Support the creation of multiple sites, 0 code construction site, suitable for search engine collection;
  • Rich application scenarios, collaborative office, enterprise knowledge base, help center can be built, and published to the website;
  • Support multiple devices synchronous online writing storage;
  • Large cloud storage space;
  • CND accelerates HTTPS authentication to make web pages more smooth and secure

conclusion

As a tool to improve customer service efficiency, help center should be attached importance to. Utm \_campaign= 1&UTm \_content= e7734791-1341-4bcF-9271-6da9a65e84D&UTm \_term=22