CX & FAQ Audit.

Customer Experience Audit

  • Identify and suggest improvements to experience pain points.

  • Deep dive into customer satisfaction, NPS, or other feedback surveys.

  • Build or audit escalation processes between users, agents, and cross-functional teams.

  • Training on support voice, active listening/detailed reading to improve agent communication with users.

  • Training on customer de-escalation and the feedback process that kicks off after.

Infrastructure

  • Onboard or audit your support tech stack

  • Build out or audit support automation to improve efficiency, accuracy & data collection.

  • Set up sustainable Support policies, processes, and reporting for your Support team, especially for teams with limited resources.

  • Provide ongoing advice as your Support team scales and your product changes.

Knowledge Documentation Audit

  • Build a support brand style guide customized to your business goals.

  • Build or audit internal knowledge content (onboarding, ongoing training, canned responses, etc).

  • Build or audit external knowledge content & structure (FAQs, chatbots, self-serve automation, etc).

  • Create a sustainable system for keeping knowledge content up to date.

  • Identify areas of opportunities, such as implementing or improving automation or chatbots.

The Benefits of a Thorough FAQ

Investing in a robust FAQ and self-help section is not just about providing information; it's about building trust, empowering customers, and creating a foundation for a thriving customer experience.

I can help plan the structure of your knowledge center or audit its current state for improvements.

Unlocking the Benefits of a Well-Maintained FAQ:

  • Instant Gratification: Customers get answers fast, reducing frustration and saving precious time. No more waiting on hold or sifting through lengthy guides.

  • Empowerment: By finding solutions themselves, customers feel empowered and in control, fostering a sense of self-reliance and satisfaction.

  • Reduced Support Costs: A robust FAQ deflects repetitive inquiries, freeing up your support team for complex issues and personalized interactions.

  • 24/7 Availability: Unlike humans, FAQs are always available, offering an answer anytime, anywhere, regardless of time zone or holidays.

  • Improved SEO: Comprehensive FAQs with relevant keywords can boost your website's search ranking, leading to increased organic traffic and potential customers.

  • In-Depth Explanations: Go beyond basic questions with detailed articles explaining complex features, product usage, and troubleshooting steps.

  • Visual Appeal: Enhance comprehension with screenshots, diagrams, and even video tutorials catering to different learning styles.

  • Targeted Solutions: Categorize articles by topic or product, allowing users to find what they need quickly.

  • Search Functionality: Let users search for specific keywords within articles, ensuring they find the relevant information without wading through unrelated content.

  • Regular Updates: Keep articles current with product updates, bug fixes, and new features, ensuring accuracy and building customer trust.

The Synergistic Effect:

You create a powerful self-service ecosystem by combining a well-maintained FAQ with informative self-help articles. This empowers customers to find answers independently, reduces support load, and ultimately leads to a more positive and efficient customer experience. Remember, satisfied customers are likelier to return, recommend your brand, and become loyal advocates.