Zero to Sold: How to Start, Run, and Sell a Bootstrapped Business by Arvid Kahl

Author:Arvid Kahl [Kahl, Arvid]
Language: eng
Format: epub
ISBN: 9783982195711
Published: 2020-06-24T21:00:00+00:00

Self-Help Customer Support

One of the most time-saving tools we have ever used at FeedbackPanda was the Intercom knowledge base feature. Most customers would reach out to us with very similar questions. FeedbackPanda is a tool that does one job well, so for most problems, there is an optimal way to solve them. After communicating that solution to the customer, we would turn the customer service conversation into a knowledge base article immediately. Whenever a future customer would ask the same question or search for the keywords, they would get presented with the article, from which they could then solve their problem themselves. We did this for a few hundred questions whenever customers would first ask about a topic. We ended up with answers to almost all questions people would routinely ask. The number of tickets that required human intervention plummeted and left us the breathing room to run and grow the business.

Video and screenshots are always a good idea when creating knowledge base content. Some people are great readers, but others are very visual or need a narrative to understand a solution. We tried to provide both versions in the same article, and it has been quite well-received.

Another Intercom feature we used to help customers help themselves was AnswerBot. This machine-learning-based feature allows you to have Intercom automatically respond with pre-written answers to specific questions. We would use this for critical problems like “I forgot my login credentials. How do I log in?” or “How can I update my credit card so I can get back into my account?” AnswerBot would pick up these questions and reply with a clear step-by-step solution, sometimes even a video. We also linked deep into our product to the very screen they would need to visit. Being able to help people immediately and automatically allowed us to sleep soundly at night.

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