Article
5 Resources for Excellent Customer Service & Support
Looking for ways to improve your customer success and support? Check out these 5 essential resources to help your customers succeed.
HC
Chrissy DiBrigida
·
Oct 16, 2023
Customer Success and Support teams play a vital role in helping customers get the most out of your SaaS product or service. One of the ways they can do this is by creating helpful and informative resources.
Here are some of the resources that your Customer Success and Support teams should create for customers:
FAQs
FAQs are a great way to answer the most common questions that customers have about your product or service. When creating FAQs, be sure to include a wide range of questions, from basic to complex. You can also include links to other resources, such as tutorials or knowledge base articles, for more detailed information.
Comprehensive answers to the most common questions that customers have about your product or service. You can identify these questions by talking to customer support representatives, reviewing customer support tickets, and analyzing social media posts.
Clear and concise language. Avoid using jargon or technical terms that customers may not be familiar with.
Well-organized content. Organize your FAQs by topic so that customers can easily find the information they need.
Links to other resources. If you have more detailed information about a particular topic, include a link to a relevant knowledge base article, tutorial, or other resource.
Regular updates. As your product or service evolves, be sure to update your FAQs to reflect the changes.
Tutorials
Tutorials can teach customers how to use specific features of your product or service. They can be in the form of text, images, videos, or interactive exercises. When creating tutorials, be sure to be clear and concise, and to use visuals to illustrate the steps involved.
A clear and concise introduction. The introduction should explain what the tutorial is about and what the learner will learn.
Step-by-step instructions. The instructions should be clear and easy to follow. They should be accompanied by screenshots or videos to illustrate the steps involved.
Concise explanations. The tutorial should explain why each step is necessary and how it contributes to the overall task.
Opportunities for practice. The tutorial should provide learners with opportunities to practice what they have learned. This can be done through interactive exercises, quizzes, or real-world examples.
A summary. The summary should review the key points of the tutorial and provide links to additional resources for further learning.
Step-by-step screenshot guides are a great resource for tutorials. From the initial onboarding process to subsequent feature releases, tutorials help customer adopt your product in the way it was intended. By providing visual context, your customers can better understand where key features live and how to use your product to its full capabilities.
With screenshot tutorial tools, you can create helpful tutorials in less time. Tools like Driveway captures your clicks and turns it into a step-by-step screenshot guide with descriptions. Here's what a Driveway guide looks like.
Live demos
Live demos are a great way to give customers a hands-on experience with your product or service. During a live demo, a product expert can walk customers through the key features and benefits of your product or service, and answer any questions they may have.
A clear and concise introduction. The introduction should explain what the tutorial is about and what the audience will learn.
A well-organized agenda. The agenda should outline the topics that will be covered in the tutorial.
Engaging and informative content. The tutorial should be presented in a way that is engaging and informative for the audience. The presenter should use examples, stories, and other techniques to keep the audience interested.
Opportunities for interaction. The tutorial should provide opportunities for the audience to interact with the presenter and with each other. This can be done through live chat, polls, or Q&A sessions.
A summary and follow-up. The summary should review the key points of the tutorial and provide links to additional resources for further learning. The presenter should also answer any questions that the audience may have.
Unfortunately your customer support team does not have enough time to live demo features and product capabilities to all your new and existing customers. This is where interactive demos save the day. With the help of interactive demo tools you can create an interactive walkthrough of your product that helps customer adopt features. Here's what an interactive demo looks like:
Onboarding Checklists
A welcome message. This message should welcome the new employee to the company and express excitement about their arrival. It should also provide a brief overview of the company's culture and values.
A list of tasks to complete. This list should include all of the tasks that the new employee needs to complete in order to get started with their job. The tasks should be organized by priority and should include a deadline for each task.
Resources and support. The checklist should also provide links to resources and support that the new employee can use to complete the tasks on the list. This could include links to the company's intranet, employee handbook, and training materials.
A point of contact. The checklist should also provide a point of contact for the new employee in case they have any questions or need assistance.
Here is an example of a good onboarding checklist item:
Task: Set up your employee profile. Deadline: 1 week Resources:
Employee handbook
Intranet
IT support team
This task item is clear, concise, and actionable. It also includes a deadline and resources to help the new employee complete the task.
By including these key elements, you can create an onboarding checklist that will help your new employees get started quickly and successfully.
Onboarding checklists can help customers get started with your product or service quickly and easily. They can include tasks such as creating an account, setting up a profile, and configuring the product or service to meet the customer's needs.
Training videos
Training videos can provide customers with a visual overview of how to use your product or service. They can be especially helpful for complex tasks or features. When creating training videos, be sure to use clear and concise language, and to use visuals to illustrate the steps involved.
A clear and concise introduction. The introduction should explain what the video is about and what the learner will learn.
Well-organized content. The video should be well-organized and easy to follow. The content should be broken down into smaller, more manageable chunks.
Engaging and informative content. The video should be engaging and informative for the learner. The presenter should use visuals, examples, and stories to keep the learner interested.
Opportunities for practice. The video should provide opportunities for the learner to practice what they have learned. This can be done through interactive exercises, quizzes, or real-world examples.
A summary and follow-up. The summary should review the key points of the video and provide links to additional resources for further learning.
Conclusion
By creating helpful and informative resources for your customers, you can help them get the most out of your SaaS product or service. This can lead to higher customer satisfaction, reduced churn, and increased revenue. Try customer success and support tools like Driveway that can help your customers adopt features and feel confident using your product!