evolve with Freshdesk Exclusive resources to help you strengthen your self-service

This comprehensive guide covers all things self-service. Right from the basic functionality, to how to implement it systematically, you can find all the required information on setting up your self-service portal. Here's an overview of the different sections in the guide:

• Why customers love using self-service

• The essential features of a self-service portal

• How to set up and organize a self-service portal

Learn all the best practices of writing a knowledge base article. Get interesting insights on how it should be structured to make it user-friendly. The detailed guide covers all of the following:

• The dos and don'ts of  writing solution articles

• Making your FAQs easy to access

• The ultimate checklist to successfully implement your Kbase

In this webinar, we cover all the aspects that are essential to make your self-service portal a hit with customers. We also take a look at how companies are leveraging Freshdesk to create their self-service portal, and highlight interesting takeaways from their experiences. The agenda of the webinar includes:

• Assessing your need for a self-service portal

• Observations and takeaways from Freshdesk customers

• How community forums can be incorporated seamlessly in your self-service experience

What qualifies as a bad self-service experience? We take a look at examples of how brands make mistakes in their self-service strategy and deliver a less than ideal customer experience. The blog discusses the consequences of following sins in self-service support:

• Leaving your support portal unbranded

• Keeping a haphazard knowledge base

• Making it hard for customers to give feedback

Implementing a feedback mechanism is the best way to ensure that the content in your knowledge base is truly helping your customers. This article discusses different ways in which you can effectively gather feedback. In this article, you will find: 

• 10 different methods of gathering feedback 

• Guidelines for setting up each method

• Dos and don'ts of collecting feedback

Setting up a chatbot on your customer portal goes a long way in improving your customers’ self-service experience. This resource covers everything you need to know to build a chatbot strategy. It addresses:

• The basics of setting up a chatbot

• Ground-rules for developing a chatbot conversation strategy 

• Real-life examples of how brands have set up their chatbots

The more accurate your chatbot’s responses are, the more satisfied your customers will be. In this resource, you will learn how to incorporate AI in fine-tuning chatbot’s efficiency using some practical tips such as:

• Understanding different customer personas

• Proactively identifying customer issues

• Structuring your content better

Based on tried and tested techniques discussed in this resource, you can learn how to build a future-proof plan to update and organize your knowledge base to best serve your team and your customers. This webinar also discusses:

• Inefficient knowledge base practices with steps on how to avoid them

• Tone/style guide for your self-service portal

• A checklist for the perfect knowledge base