Self Service Best Practices, FAQ, Tips, and Tricks!

Approved Self Service Actions

Review the Self Service document to see all actions approved for self service at the time.

Best Practices for pushing self service to Tier 0-2 clients

How much do I push self service to Tier 0 Clients?

• For Tier 0 clients, push self service twice, as the situation allows.
  • That is, if we push self service, and the client refuses, let’s try once more to handle their objection, before we agree to take any action on the dash
  • Please see “Handling Objections” below for suggestions!

How much do I push self service to Tier 1 & 2 Clients?

• For Tier 1 & 2 clients, push self service at least once
  • If they object, we can make the change and help them, if they are open to it, with educational resources for the future, at their leisure

Frequently asked questions about self service (For Support)

Which do I use self service tag vs client education tag?

• Self Service
  • Use this tag for successful self service, where clients complete the dashboard changes or form submission on their own
  • If a client refuses and we complete the changes after we’ve shown them how, remove the “self-service” tag, and add the “client education” tag, and the “self service pushback” tag.
• Client Education
  • Use this tag when we are sending education materials to the client, but are completing the change for them. We can be sure to push education materials to T2 clients as well!
• Combination
  • Phone calls may run longer when walking clients through self service. When phone calls run longer than 20 minutes for self service reasons, please use the “client education” tag in conjunction with the “self service” tag
• Reach out to your Team Lead or Manager if you are unsure

Can I send a follow up email after a phone call, to send a help page?

• If having a positive phone interaction with a client who is open to self service and has agreed to receive educational materials, feel free to send!
• Please use your best judgement to do so organically. If a client has adamantly refused self service on the phone, for example, a follow up with instructions may exacerbate their unhappiness with the idea, let’s refrain

I sent the client a service form-new item help page, connectivity request form, new affiliate request form, etc-does this count as self service?

• When sending new item request forms, new availability request forms, connectivity request forms, new affiliate request forms, FH sites requests forms directly to a client for them to fill out and submit themselves, you may tag this as self service

What are our departmental goals for self service?

• Apply self service to 50% of Tier 0 tickets
• Apply self service to 30% of Tier 1 and 2 Tickets

How can I propose self service? What can I say to counter a client’s objection to self service?

How do I professionally encourage a client to utilize self service?

• Let the client know that self service will empower them to run their business on the day to day more efficiently. For example:
  • “We’re happy to support you with this dashboard update, which you can complete quickly in just a few steps. Please check out this help page (insert help page), which outlines how you can complete this process! Learning this process will save you time on contacting us in the future, and make managing your dash on the day-to-day a breeze!”
  • I’m happy to provide information on how you can complete this change in a few simple steps! We’re here to support you if you need help, and also aim to empower our clients with education to better utilize your dashboard features. Please check out this help page(insert help page), and let us know if you need help!
  • Be sure to utilize the support self service macros, which begin with SS: and cover some commonly covered topics!

How do I professionally handle and turn around client objections?

• “I am not near my computer, can you just do it for me?”
  • No worries, this update is also a breeze from our Mobile App! Do you have this installed and can I walk you through it on your device?
  • Use your best judgment-if a client is in a situation or place where it is unsafe or impossible to use a device or can’t install it quickly, let’s make the update and offer to send education mats
• “I was told that you will do all of this for me, why are you asking me to make the changes??”
  • I understand your confusion here! The reason we like to explain and encourage our clients to learn how to make these changes is simply because it will make managing your day to day business within the software quicker and more efficient for you, potentially saving you time on having to call or email us! That being said, if you’re unable to understand how to make the updates, rest assured we remain at your service to help, 24/7!
• “I am computer illiterate, I don’t feel comfortable making these changes!”
  • I understand learning the software can be a bit intimidating! We do go through an in depth training here, but with that, we’ve learned quick tips to help you with these simple actions, that anyone can complete. Can I help to walk you through one step at a time, or record a video directly from your dashboard to demonstrate, and allow you to try?
• “I don’t have the time to learn to manage these changes on my own!”
  • I understand your time is very valuable! What I can say for sure is that the investment of time into learning this feature will pay off in time saved contacting our team for short, simple updates! We like to keep this in mind as we know running your business takes a lot of your time! Let’s walk through this update together in a few quick steps (over phone or provide video) to show you how quick it can be!
• “Last time I tried I made a mistake that it took me ages to fix!”
  • I’m sorry to hear about this. What happened last time? How about I walk you through this one, and I also will be happy to send you more some videos you can refer to next time you need to make the same update?
• “I’m struggling to use the software! It’s too complicated”
  • I understand. How about we get this update done together, so I can show you how simple it actually is! It will take only a few minutes of your time.