SELF-SERVICE SUPPORT

DELIVER THE SELF-SERVICE SUPPORT TODAY’S USERS DEMAND

Even with round-the-clock live support, 67% of users simply prefer self-service. Sonata Enterprise Success will help you create knowledge base articles, videos, chatbot scripts and other resources to deliver the instant answers users expect.
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world 24/7 with several software users around it

PROVIDE ON-DEMAND SUPPORT, ANY TIME, 24/7

Customers don’t want to wait for answers, even when they’re working past midnight.  In a recent survey, 67% of enterprise software users said they would rather find help on their own than talk to an agent.  And if you provide 24-hour live support, self-service can ensure consistent quality by equipping reps with approved resources to forward to clients.
Sonata Enterprise Success can help identify and implement the right self-service support options for your users, from knowledge base articles to videos, chat bots and more.
world 24/7 with several software users around it

FREE UP AGENTS TO HELP WITH MORE COMPLEX USER QUESTIONS

Quality self-service resources can multiply the effectiveness of your support reps.   According to the Help Desk Institute, attaching knowledge base links to support tickets boosts First-Contact Resolution rates 15%. And, by giving customers quick answers to common questions, self-service resources let reps devote more time to users with more complex issues.
Sonata Enterprise Success can help your organization decide on a reasonable “deflection” strategy for redirecting users to self-service resources before connecting them with an agent.  We can also provide soft skills training for support representatives, if desired.
User community

BUILD A SUPPORTIVE USER COMMUNITY

If your user base is large enough, setting up community forums where users can support each other is an excellent option.
Sonata Enterprise Success can work with your team to create peer-support forums and develop strategies for incentivizing users to visit and contribute to conversations.
User community

TURN YOUR KNOWLEDGE BASE INTO A MARKETING TOOL

Making your knowledge resources accessible to the outside world can boost search engine rankings, educate prospects on key features, and demonstrate your company’s commitment to user success.
Sonata Enterprise Success can advise on how to maximize the value of self-service resources for SEO and marketing.
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