Blog

We are passionate about customer experience, customer service, self-service, design, content strategy. In our blog we aim to share what we learn and give you uniques perspective across these topics.

Design a compelling self-service experience

Self-service is the modern movement toward streamlining your users’ online experience with simplicity and convenience. Your customers need a successful self-service design in order to easily navigate your user interfaces, and ultimately, have a successful experience through the buying journey with your company. Modern consumers are looking for simple, modern, fast, and easy-to-use experiences. Explore how to leverage design and make your self-service as successful as possible.

From Help Center to Integrated Self-Help—Why You Should Move Beyond Stand-Alone Help Centers & Offer Self-Service Throughout Your Site

From Help Center to Integrated Self-Help—Why You Should Move Beyond Stand-Alone Help Centers & Offer Self-Service Throughout Your Site

When talking about self-service, most think of a help center or a knowledge base designed to address some of the customer’s questions and issues that otherwise would be handled by customer service and support teams. However, this is not nearly the full scope of all that self-service can be.

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Best Practices For Designing Website Navigation

Best Practices For Designing Website Navigation

A good navigation design can reflect your brand, bring important knowledge to customers, give them confidence in your products and services, bring credibility to your company, and promote usability. So how can you ensure your guided navigation is designed for success?

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The Value of Globalizing & Localizing Your Self-Service Design

The Value of Globalizing & Localizing Your Self-Service Design

Before the internet, spreading your business across the globe was nearly an impossible task. But now, this expansion is at every business’s fingertips, no matter how small or large. This is the result of globalization and localization.

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Tips For Designing Your Self-Help Search Tool

Tips For Designing Your Self-Help Search Tool

Your website search tool is kind of like the TV remote—It can function in a multitude of helpful ways to help you find what you need but you don’t truly appreciate it or notice its value until you can’t find it or it stops working. The TV can’t operate without the remote and your self-service can’t operate without a successful search.

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Improve Self-Service Design With These Best Practices & Tips

Improve Self-Service Design With These Best Practices & Tips

Your customers need a successful self-service design in order to easily navigate your user interfaces, and ultimately, have a successful experience through the buying journey with your company.

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Psychology Of Color & How To Use It In Your Self-Service

Psychology Of Color & How To Use It In Your Self-Service

Beautiful design can improve virtually every human experience by providing clarity, These experiences grab our attention, keep us engaged, and help us take action. Color is a fundamental aspect of any design. It can affect our mood, emotions, and how we feel about any given product, service, or experience.

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15 Examples Of Powerful Self-Service In Leading Companies

15 Examples Of Powerful Self-Service In Leading Companies

There has been a monumental shift in the way customer service happens. The top companies in the world have set a new standard for what service and support can be, encouraging all others to follow in their footsteps. And this standard is self-service.

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Implement scalable self-service programs

Learn about strategies for creating and managing self-service programs at scale, including developing an iron-clad business case, defining concrete success criteria, and keeping customers, subject matter experts, and different departments and executives aligned. Go beyond page views and keywords so that you can work on key problem areas, reduce self-service abandonment and preventable escalations, and drive online resolution rates.

Weaving Globalization & Localization Into Your Self-Service Strategy

What if you could maintain your company’s distinct identity and customer satisfaction across the globe, expanding in profits and happy customers? Needless to say, that is what many companies are after, but it is quite challenging to do successfully.

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Why Focus On Self-Service

We created ServiceTarget because we see customer service and marketing teams struggling to help their companies make the shift to self-service and we want to help.

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Social Media Customer Service To Inspire

Social media has been on the rise for nearly two decades now, only becoming more prominent every single day. Whether it’s for personal use or business use, billions of people around the world turn to it daily to find support—and that’s where we come in.

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14 Reasons Companies Should Invest In Customer Self-Service

Self-service is the best way to educate, engage, serve, and transact with your customers to create growth and profitability. It brings together knowledge, services, and data to create seamless experiences. It is a movement from waiting for customers to call, to putting customers first.

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How To Drive Adoption Of Self-Service

The best way to ensure self-service will work is if your customers are aware of it, and aware of the ease it will provide them with. This article explores the different ways you can create awareness for your self-service, allowing it to be successful for your company and customer.

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Shaping Customer Preferences

Changing people’s behavior is hard. Once customers become accustomed to emailing or calling, chances are, next time they have another question, they will just do the same. Resistance to change is natural. So, how do you proactively drive the change?

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Ensuring A Successful Self-Service Program

A lot goes into ensuring that your self-service is not only doing its job but fully flourishing. Self-service is not something you can just purchase or download once and expect immediate returns. It is a gradual process of growth that scales with the progression of your company.

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Create a winning self-service content strategy

Explore how to create a winning self-service content strategy, including how to write more effective content to help customers through simple and complex processes. Learn about optimizing for SEO and receive tips for how you can effectively link self-service into your commerce experience, web apps, mobile experiences, contact center, and backend services without a lot of effort.

How To Create Self-Service Content Style Guide

A style guide may not be the most riveting piece of content your company creates, but it just might be the most important. It is not something your fellow coworkers will sit down with a cup of tea to enjoy reading, but something that everyone in the future of your company will use.

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Quick Tips On Grammar, Punctuation, And Formatting

Rules we learned about commas and dashes are not very useful if you forget to use them. So we put together these helpful tips on how to maintain grammatical and structural consistency in your self-help content.

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8 Steps To Creating Effective Content For Your Self-Service Knowledge Base

We live in an age of independence. Everything from self-improvement to self-checkout is putting the “self” first, empowering individuals to deviate from relying on others. Because of this, modern consumers desire the proper tools to help themselves solve any issues they discover.

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Developing A Unique Tone Of Voice In Your Content

Believe it or not, voice and tone are carefully laced into every successful business strategy. Their tactics are used everywhere, and when done correctly, we, as consumers, don’t notice the game plan, just the successful result.

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5 Steps To Creating Effective Social Media Customer Service

One of the most effective and efficient ways to improve your business's customer service is through social media. Utilizing social media is a great way to provide helpful self-service tools to your customer base while improving their overall experience with your company.

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Everything You Need To Know About Creating Target Buyer Audiences

A buyer persona is a character that portrays your ideal customer depicting who your target customer is, what their personal and business life is like on the surface level, and what their challenges, goals, and needs are on a deeper level.

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Boosting Your SEO Content With Social Media

Every company’s dream is to have their content flooding with traffic, their name at the center of attention, and social media buzzing around them. When you create effective content for your company’s site, you want it to reach that vast audience, serving as much of your community as possible.

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Explore ways to encourage product success

Product success is at the heart of your customer’s experience. Ensuring your product succeeds is a team effort from every branch of the company, but can yield great results. Explore these topics to find out how you can improve your product success and how doing so can improve your company.

The Role Of Branding In Product Success

While a product team is creating the special thing your company provides, branding finds a way to speak to the world about it. Products are the asset of your company, while the brand tells the story and communicates it. That is what makes branding so critical for product success.

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Remove Purchase Barriers, Keep Customers on Your Site, and Encourage Product Success with Guided Selling

Guided selling is an interactive conversation that brings the human-level personalization of in-person sales to the online shopper. It removes barriers to purchase, gives customer confidence, and encourages product success.

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Building Customer Knowledge

Customer knowledge is fundamental for any successful business. It strengthens product success, which ultimately, creates a successful customer experience as a whole. And this is so crucial today.

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