ServiceTarget Overwiev

Quickly create self-service applications designed to improve customer experiences, build knowledge, resolve customer inquiries, and automate routine support requests.

The Problem

Consumers want fast, convenient, and accurate content but are frequently unable to find information that is relevant and personalized to their specific situation. Companies spend $1.3 trillion/year handling 265 billion customer service calls to help customers manually but that is not working either —customers are frustrated with long wait times, slow responses, and agents who aren’t knowledgeable about what their company provides. There is a growing concern these investments are not producing higher customer satisfaction or company growth. Customer service and sales representatives are demoralized and inundated with customer issues that have to be handled one at a time.

The crux of scaling customer experience programs is enabling customers, partners, and teams with timely and accurate information about your products and services on a global scale. Our mission is to help large product and service companies quickly create self-service applications designed to improve customer experiences, build knowledge, resolve customer inquiries, and automate routine support requests.  

The Opportunity

According to IDC, self-service represents a $10b/year opportunity to improve customer service and customer experience. Customers prefer to easily answer their own questions and perform convenient transactions online, anywhere, in any language, at any time. However, it is difficult for companies to easily provide these options as every brand, segment, audience, product, region, and language increases implementation complexity.

Our Solution

We believe a stronger focus on convenience for the customer together with ease of use, analytics, and automation results in a better customer experience,  reduced cost, and increased revenue. ServiceTarget allows non-technical clients to quickly create flows designed to guide users through any process entirely online. Building these applications in ServiceTarget is easy:

design self service portal to personalize experiences, reduce customer effort, and streamline assisted support

Step 1: Connect content sources

instantly make them searchable and discoverable

Configure ServiceTarget to pull in content from product information databases, headless content management systems, knowledge bases, websites, customer communities, product manuals, documentation, Sharepoint, and backend databases - any content source.

design self service portal to personalize experiences, reduce customer effort, and streamline assisted support

Step 2: Build customer journeys and flows

without code with easy to use flow builder

Create customer journeys that represent your audiences, brands, products, and processes. Build applications by leveraging content sources, components, images, branding, integrations, and self-learning algorithms. Utilize flow templates or build custom flows.

design self service portal to personalize experiences, reduce customer effort, and streamline assisted support

Step 3: Publish purpose built apps

deploy them anywhere in 5 minutes with JavaScript

Publish flows to any website or web application using a few lines of JavaScript. Different flows can be provided for different audiences, languages, regions, websites, and apps. Flows can be deployed to brand websites, partner portals, customer portals, intranets, Sharepoint, mobile apps, and CRMs for sales & service people to utilize. All distribution channels for this content are managed centrally.

design self service portal to personalize experiences, reduce customer effort, and streamline assisted support

Step 4: Localize and personalize to user's needs

by leveraging country, language, device and user data

Localize and personalize flows based on the authenticated user, what they own, what their problems are, their interests, and/or any other contextual information.

design self service portal to personalize experiences, reduce customer effort, and streamline assisted support

Step 5: Permission contributors across your company

to view, contribute and evolve self-service apps

Permission contributors, content owners, and subject matter experts across organizations to view and evolve self-service apps based on real-time analytics and customer feedback.

design self service portal to personalize experiences, reduce customer effort, and streamline assisted support

Step 6: Evolve based on data and insights

with real-time analytics, feedback and self-learning

Evolve based on insights and data. Monitor customer progress through self-service flows, identify patterns in search behaviors and track customer questions, abandonment, escalation, and resolution rates. These analytics provide valuable knowledge to improve the customer service experience and reduce recurring contacts.

Solution Deployment

Most large, global organizations are complicated in that they have many sources of content, many current and discontinued products, and many places different types of users who require different experiences which provide them access to portions of that content.

Additionally, many times it is desirable to collect information from users, for example, leads, opportunities, cases, etc, and automate different processes working with different downstream CRM and backend databases/applications. 

ServiceTarget is a strong complement for this type of environment. 

Self-service success requires execution across many domains—content sourcing, user experience flows, search, personalization, self-learning, analytics, language management, knowledge management, application integration, and more. What follows is a depiction of how you might use ServiceTarget.

Customer Self-Service Platform Overview

Unique Capabilities

Leverage power of enterprise search, knowledge management, no-code application designer and analytics.

ServiceTarget Capabilities

Typical Deployement Scenarios

Our customers are medium and large global products and services companies who embrace online customer self-service as a means of improving the customer experience, reducing customer effort, improving customer retention, and reducing customer support costs. Our typical customer has 100 or more customer service and sales agents working in the contact center and has multiple business segments, brands, a hierarchy of products, languages, geographies, and applications where users need help and product content. By partnering with ServiceTarget, they have grown their businesses while reducing customer service &  support costs. 

Servicetarget empowers global recreation service portals

Global Recreation

Global leader in recreational marine electronics provides personalized self-service experiences for consumers and dealers across six brands, five continents, 14 countries and 12 languages.

Servicetarget empowers home security self service portals

Home Security

A global leader in home automation and security scales its growth across 14 brands while supporting consumers, installers, and dealers with self-service.

Servicetarget empowers home automation self service portals

Home Automation

Global supplier consumer electronics, mobile devices, home and auto security products provides self-service to customers, partners and teams across 3 business segments and 30 brands.

Servicetarget empowers SaaS self service portals

SaaS

EdTech company reduced contacts by 20% while growing at 10-15% YOY by providing convenient self-service for parents and school administrators.

Servicetarget powers global and consumer electronics self service portals

Global Electronics

Global consumer electronics company aggregates content from multiple sources for 21,000 customers a month across five continents, 17 countries speaking 14 languages.

Client Success

Our approach to working with clients is unique. We will develop a plan and execute it using our cloud-based SaaS application. Our easy-to-use no-code application designer allows sales, marketing, customer service, training, and project management users to build search and content discovery applications, including forms, escalations, integrations, and more -- and then drop them anywhere help and product content are needed. We will build your flows and then train your team to build and evolve new flows when they are needed. The idea is to help your team become self-sufficient so you don’t need a professional services firm to write custom code you don’t know how to maintain and evolve. This approach will save you a lot of money when compared to paying professional services firms to make changes.

If you would like to discuss how ServiceTarget can help, please get in touch.