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.
A customer portal shows the customer's own tickets, orders and invoices behind a login. What to include, how to log customers in and when it pays off.
Martin CarlssonMost customers try to solve the question themselves, but few succeed. How to place, search and measure the help centre so self-service takes tickets.
Rickard CollanderHow to set up chat in customer service: which questions it suits, what customers think of chatbots, what the AI Act requires and how to staff it.
Rickard CollanderWrite 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 per channel.
Martin Carlsson