Employee/Customer Onboarding, Training and Enablement

How to Build an Effective Customer Support Manual for Your Team

Greg DeVore - Nov 15, 2019 9:00:00 AM

Customer satisfaction is a major goal for every business, and customer support is the foundation of that goal. But without adequate support, customer service can turn into a frustrating experience where your team is constantly putting out fires or wasting their time answering the same low-level questions. So what does it mean to have effective customer service? And where does a customer support manual come into the picture?

At its simplest, a customer support manual is a set of resources provided to your customers to help them self-service basic support questions. It's built for an audience of customers, and its purpose is to decrease support requests by enabling customers to solve low-level support issues themselves.

Topics: Customer Support- Documentation

Read More

3 New Features Coming That Simplify Complex Procedures

Jonathan DeVore - Jul 29, 2019 2:04:29 PM

Six months ago, the ScreenSteps team received several support tickets for setting up Single Sign-on (SSO).

These tickets required phone calls or lengthy back-and-forth emails before finally being resolved.

Now, we love helping our customers, but our team was frustrated that our self-help documentation was falling short for this particular operation. Admittedly, SSO can get a tad complicatedeven I shuddered a little when I had to get involved with SSO troubleshooting—but isn't the point of self-help documentation that customers can perform tasks on their own without involving support?

Even though we had very detailed help articles for setting up SSO, apparently those articles weren’t very helpful to the majority of customers who were setting up Single Sign-on.

What was going on?

Topics: Documentation- New Feature

Read More

Free Training Tips

Subscribe For Employee Training Best Practices

We talk about rollout training, onboard training, and writing better standard operating procedures

Subscribe to Email Updates

100% Privacy. No Spam.