Creating a Remarkable Web Self Service Experience

Creating a Remarkable Web Self Service Experience
The convenience of the web is what most customers want when they are for help or answers to any issues that they
may be facing. With this channel, there has been tremendous growth, particularly for activities like researching a
product or service prior to determine what to buy. Customers would like an efficient solution that meets their needs.
Successful self-service acknowledges the fact that there are numerous potential objectives for the user, like getting
precise information that completely answers the question in a single interaction, solving a problem, completing a
transaction, or finding an answer that is targeted to the individual's particular situation.
Enabling the user to better his relationship with the company, is the no doubt the goal of designing aweb self service
application. The main element of a successful design looks at promoting greatest usability, facilitating easy location of
information, ensuring relevance of content and creation of a flawless escalation experience. Usability is the starting
point for the experience that is purposely designed, and this includes both the interface to the self-service
knowledgebase and site navigation. A successful interface to the knowledgebase offers an attractive presentation
that inclusive of orderly layouts that users can rapidly and effortlessly understand industry-standard icons, and an
interesting color palette that matches corporate branding with the suitable utilization of white space.
Understanding the Importance of Navigation
With the interface design, it is navigation that goes hand in hand on the self-service site. To ensure that first-time
visitors and repeat customers easily find their way through the knowledge, it is important that navigation is easy and
intuitive. It can be vastly enhanced by sorting out content into logical group that make sense to users and offer a
dependable method for settling self-service inquiries. To facilitate easy location of information, it is essential for a self
service site to provide consistent methods.
How to Make the Searchable Results More Useful
The manner in which the results are displayed is equal y important to the process of finding information. By using
navigation aids, like automatical y generated and fly-over document summaries, users need not necessarily view each
solution to review the content. It is also a good practice to al ow users to scrol through search results lists, and
highlight search terms within each listing. Furthermore providing a count of how many times a solution has been
viewed makes it easy to identify the most popular answers. Developing and sustaining fresh, pertinent content begins
with an authoring methodology.
Enhancing the customer self service is a continuous process of measurement, redesign, and improvement. By
reviewing the usability, relevance, and escalation capabilities, it is possible to identify new ways to improve the self-
service experience.
Learn more about :- Customer Experience Management , Agent Desktop & eMail Response

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