Self-Service Implementation Initiative

Timeline

[Short-term] Quarter to research, execute and measure success.

[Long-term] Self-service has a manager that outlines a yearly strategy and health metrics.

As a new customer, I struggled to find answers to transactional questions like “what payment methods to they accept”, or “how do I invite team members”, which are very common ports of call for newer customers.

While I easily spotted the API documentation, I eventually found this site, but it wasn’t linked from this page (the only Support specific resource on the front page) or from the onboarding pages.

I also noticed there’s no direct way to reach support, or a way to say if an article needs improvement/is outdated, which can easily lead to your documentation becoming stale and unreliable.

Issues - Execution [Short-term]

Interview potential users and existing customers to understand how they use the existing documentation/product and if anything can be made more visible, more detailed or less complicated to parse.

Set up analytics for our existing Help Centre, and start measuring page hits against generated support tickets. After, analyse data to see if any pages have especially high/low traffic, searches without results or correlations between pages.

Calculate a baseline CES and include this metric as part of the standard Support KPIs.

Create a process to submit and edit articles to limit typos or poorly researched public-facing information being published.

Establish editorial goals per quarter that follow a yearly strategy aligned with the remaining Success department.

[Long-term]

Require that documentation be included as part of all relevant Support interactions, even if it can be explained in a single sentence (QA).

Install a chatbot or interactive assistant that helps suggest the most relevant content per page/product area. Alternatively, work with Product to add specific help content to the most challenging parts of the app.

Experiment with different mediums (audio/video) and build areas of your documentation into decks that can be used by the Customer Success team.

✅Discover real friction the users feel when using documentation.

✅Create trust in your self-service content and drive users towards it.

✅Adapt your self-service offer so it can serve as a benchmark of your quality of service.

✅Maintain Knowledge Base quality and standards.

✅More customer education, and creating a habit of checking the documentation ahead of reaching out.

✅Less ticket volume and more traffic to your Help Centre.