The Answer Before the Question
Who this book is for
Người làm chăm sóc khách hàng (customer success) ở doanh nghiệp Việt Nam bán phần mềm, dịch vụ hay giải pháp theo hợp đồng định kỳ cho khách doanh nghiệp: nhân viên phụ trách vài chục tới vài trăm tài khoản, trưởng nhóm nhỏ, hoặc người đầu tiên làm nghề này trong công ty; liên lạc với khách chủ yếu qua Zalo, thư và cuộc gọi.
Sound familiar?
- Answers 'how do I reset my password' on Zalo every day.
- Help pages show screenshots of an old version.
- Customers do not know the help centre exists.
- Nobody is assigned to update articles after product releases.
After reading, you can
Help customer success teams build and maintain a help centre so customers can find answers themselves.
Each chapter answers one question
Chapter 1: Are repeated questions a nuisance, or a gift?
Which questions do my customers ask over and over?
Repeated questions are a list of help articles to write, already written by customers.
Chapter 2: Is a complete help article a good one?
What does a good help article look like?
A good help article answers exactly one question and can be followed step by step.
Chapter 3: Do customers search the way we organised things?
How do customers find help articles?
Customers search with the search box and browse by category; both must work.
Chapter 4: What good is a library nobody knows about?
Where do customers come across the help centre?
A good help centre that customers do not know about might as well not exist.
Chapter 5: Is a wrong article worse than no article?
Who keeps the help centre accurate for the current product?
A wrong help article is worse than no article.