Self-service is when the customer solves the issue alone, in the help centre, in a form or in a portal. It only works when the answer exists, is correct and can be found. The articles here cover which questions customers solve themselves, when they want a person, and how help centre articles get found by Google and AI assistants.
Write help articles that Google and AI assistants find and cite: one question per article, the answer first, structured data, a sitemap and update dates.
Martin CarlssonHow to choose channels in customer service: which questions customers solve alone, when they want a person, what a ticket costs and how to keep answers consistent.
Martin Carlsson