How does a customer self-service hub
lower support costs?
By enabling your users to communicate with each other through community forums
By letting your users communicate with each other, your users will start asking each other questions and help each other with using your tool or application. Questions that would normally be handled as support tickets, will now be answered by other users. Note that all these discussions will remain searchable and findable for other users. You will create an ever-growing knowledge hub for users to find their answers in existing community posts if their question has been talked about before.
By creating and centralizing self-service modules (e.g. knowledge base, help center, roadmap, academy)
Creating self-service modules like a knowledge base allows users to find answers by themselves instead of reaching out to the support team. By centralizing your self-service modules in one single environment, your users will have to go to your self-service hub for almost all actions that they want to perform. At the same time they will be exposed to all the other modules located there. This doesn't only increase activity on the community forum, but also increases usage of all other self-service modules that are being centralized there.
By reducing ticket handling time with community posts and other resources from your self-service hub
Your customer support team gets a lot of repetitive questions, and most likely will still receive a lot of questions that have already been answered on the community forum or in one of the published resources in your self-service hub. Your support team will be able to get suggestions for posts and resources from the self-service hub, to share in their support ticket chat. They can also manually search the customer self-service hub from their support ticketing environment. This significantly decreases ticket handling time for those repetitive questions and therefore reduces support costs down the line.
