Reduce pressure on the customer contact center
Customer contact centers (CCC) are flooded with questions, often recurring questions. The only way to lower the pressure is to be able to answer frequently asked questions more quickly, or ideally, to be ahead without the intervention of the KCC. With SelfGuide, the KCC finally gets air and leaves time for complex issues.
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43%
does not find relevant information from customers
70%
questions are still being asked in the end
Make sure each user knows what to do
For users such as customers, clients, patients, tenants or citizens, a lot is changing in the digital world. For services, it is important that users make good use of new processes, systems and digital environments. That's why it's crucial to be as ahead of questions as possible and to enable users to save themselves without KCC intervention.
The power of SelfGuide for Customer Support
Using SelfGuide offers many different benefits.
Customer-specific
Develop material that is exactly in line with the service, so that you can support faster and better.
Central
There is one clear source of truth that specifies how actions can be performed. Questions are always handled in the same way.
Left shift
Frequently asked questions are answered before they reach the customer contact center.
Time savings
Instead of weeks, creating instructional materials takes a few minutes.
Knowledge Assurance
Users can find important information at all times. For example, they do not always have to consult the KCC.
Fewer errors
By properly recording knowledge, fewer mistakes are made.
Uniform
All instructional material is always in the same format, regardless of creator. This provides guidance, trust and clarity.
How to improve customer support with SelfGuide
Create instructions from (frequently asked) questions
Record answers by making instructions. By simply performing an action, SelfGuide automatically creates a clear instruction that shows exactly how something works. Perfect for answering questions. If you create an instruction for each new question, each question only has to be answered once.
Integrate instructional materials into your portals
With SelfGuide, you can integrate instructional material exactly where it's needed, within the application itself or into one of your portals. Users always have access to up-to-date, clear explanations, right when it matters. This way, you provide consistent support, reduce the pressure on the KCC, and users can move forward independently and with confidence.
Use instructions when answering questions
Does a question still end up with the KCC? Simply refer to existing instructions or create a new one in a few minutes to answer the question immediately. Once created, instructions can be re-used indefinitely, each time the same question comes back. That way, answers stay consistent regardless of who is handling the question and problems are resolved more quickly.
Connect to your ticket system
Integrate seamlessly with your ITSM or ticket system, making knowledge available where users seek support. Instructions and answers that you record with SelfGuide can be linked directly to tickets, categories, or frequently asked questions in systems such as TOPdesk. These integrations provide a consistent, efficient, and always up to date knowledge base throughout your support process.
Over 1 million people are using SelfGuide
“With many new applications, employees are not immediately eager to get started with them. At SelfGuide, employees quickly saw the added value.”
Jasper Veldhuis
Functional Administrator
“At our Academy, we want to make learning very accessible and flexible, with a strong focus on employee self-reliance. That's what SelfGuide facilitates nicely.”
Edward Boon
Senior Business Partner, Training & Development
“First, we cut and pasted screenshots into a Word document. It took an awful lot of time per manual. Now we make 20-25 instructions at once in an hour and a half. That was previously unthinkable.”
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Bart de Roos
Sr. Functional Administrator
“One of the functional administrators said: 'I used to really take a few days to get a manual in Word right. Now it's just a matter of minutes — click, click, done”. When users tell that to colleagues, it sells itself. All I have to do is make the connection.”
Pieter-Bas Wijne
Consultant
“Growing digital skills means more time for our clients, more job satisfaction and lower workload, ready for the future.”
Alexander Dijk
Application Administrator
“We wanted to make instructions ourselves. The simplicity and speed to create and maintain instructions with SelfGuide is really impressive.”
Mara Kremer
ICT Advisor
“We use SelfGuide in our organization to support our employees in all kinds of activities. The instructions are set up by our core users and then used by the organization's colleagues to perform new or repetitive tasks according to the process. That is trouble-free.”
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Jacob ten Toom
Medewerker IT
“SelfGuide enables us to support the development and growth of our employees in a structured and efficient way. SelfGuide is a valuable tool that contributes to the continuous improvement of our internal processes and strengthens team engagement.”
Paul Govers
Data-analist
“With our I&A department, we need to ensure that our employees have as much knowledge as possible about the software products we use. SelfGuide plays an important role in this.”
Tonny van der Putten
Application Administrator
“We achieve concrete value by securing and centrally making specialized, technical and functional knowledge of applications available. In practice, you see that a new colleague resolves notifications using instructions in SelfGuide.”
Sander Hilgerink
I&A Team Leader
“An important goal for us was to create more instructions to improve the digital skills of end users. We can certainly see that we are succeeding in that.”
Mieke Hoogeveen
Automation specialist
“For us, instructions in SelfGuide fill exactly the gap between text and video when communicating information about our software. The format of the instructions allows us to bring information closer to our customers.”
Tim van Kester
Technical Writer
“With SelfGuide, we can create application instructions and user guides in just 15% of the time compared to before. In addition, it saves considerable time for both administrators and users in maintaining, searching and sharing instructions.
Nick van Nunen
Process Change Manager
“Our old user guides were awkward and time-consuming to update. With SelfGuide, we can quickly and easily create step-by-step instructions. This has greatly reduced our customer service and improved the satisfaction of our customers.”
Anne Cimetiere
Customer Success Consultant
“SelfGuide's strength lies in its simplicity. You can quickly create a short, complete and clear instruction or user guide. We save a lot of time solving user questions and see that employees become more self-reliant.”
Leonardo Lay
Functional Application Manager
“With SelfGuide, we can make public work instructions available to our clients via our website. This allows them to receive support with applications at their own pace. Our clients find this very pleasant.”
Roy van Keulen
ICT Service Coordinator
“With many new applications, employees are not immediately eager to get started with them. At SelfGuide, employees quickly saw the added value.”
Jasper Veldhuis
Functional Administrator
“At our Academy, we want to make learning very accessible and flexible, with a strong focus on employee self-reliance. That's what SelfGuide facilitates nicely.”
Edward Boon
Senior Business Partner, Training & Development
“First, we cut and pasted screenshots into a Word document. It took an awful lot of time per manual. Now we make 20-25 instructions at once in an hour and a half. That was previously unthinkable.”
Bart de Roos
Sr. Functional Administrator
“One of the functional administrators said: 'I used to really take a few days to get a manual in Word right. Now it's just a matter of minutes — click, click, done”. When users tell that to colleagues, it sells itself. All I have to do is make the connection.”
Pieter-Bas Wijne
Consultant
“Growing digital skills means more time for our clients, more job satisfaction and lower workload, ready for the future.”
Alexander Dijk
Application Administrator
“We wanted to make instructions ourselves. The simplicity and speed to create and maintain instructions with SelfGuide is really impressive.”
Mara Kremer
ICT Advisor
“We use SelfGuide in our organization to support our employees in all kinds of activities. The instructions are set up by our core users and then used by the organization's colleagues to perform new or repetitive tasks according to the process. That is trouble-free.”
Jacob ten Toom
Medewerker IT
“SelfGuide enables us to support the development and growth of our employees in a structured and efficient way. SelfGuide is a valuable tool that contributes to the continuous improvement of our internal processes and strengthens team engagement.”
Paul Govers
Data-analist
“With our I&A department, we need to ensure that our employees have as much knowledge as possible about the software products we use. SelfGuide plays an important role in this.”
Tonny van der Putten
Application Administrator
“We achieve concrete value by securing and centrally making specialized, technical and functional knowledge of applications available. In practice, you see that a new colleague resolves notifications using instructions in SelfGuide.”
Sander Hilgerink
I&A Team Leader
“An important goal for us was to create more instructions to improve the digital skills of end users. We can certainly see that we are succeeding in that.”
Mieke Hoogeveen
Automation specialist
“For us, instructions in SelfGuide fill exactly the gap between text and video when communicating information about our software. The format of the instructions allows us to bring information closer to our customers.”
Tim van Kester
Technical Writer
“With SelfGuide, we can create application instructions and user guides in just 15% of the time compared to before. In addition, it saves considerable time for both administrators and users in maintaining, searching and sharing instructions.
Nick van Nunen
Process Change Manager
“Our old user guides were awkward and time-consuming to update. With SelfGuide, we can quickly and easily create step-by-step instructions. This has greatly reduced our customer service and improved the satisfaction of our customers.”
Anne Cimetiere
Customer Success Consultant
“SelfGuide's strength lies in its simplicity. You can quickly create a short, complete and clear instruction or user guide. We save a lot of time solving user questions and see that employees become more self-reliant.”
Leonardo Lay
Functional Application Manager
“With SelfGuide, we can make public work instructions available to our clients via our website. This allows them to receive support with applications at their own pace. Our clients find this very pleasant.”
Roy van Keulen
ICT Service Coordinator
Experience the power of SelfGuide for Customer Support
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