The customer support department plays an essential part in delivering positive experiences to customers who use products or services. This department acts as the first point of contact where customers go for help with troubleshooting issues and inquiries or to resolve problems.
The effectiveness of customer support management becomes difficult, particularly during periods of high request volume or when facing complicated customer queries. Besides, many times, it’s seen that new support agents serve customers without having enough training, which causes them to be nervous about even the slightest difficult question.
This not only burns out the workers but also dissatisfies customers. But there is a way to get out of this turmoiling situation. weDocs is a documentation management, and AI chatbot plugin that can alone handle a significant percentage of customer queries. This blog will explain how to reduce customer support pressure using weDocs.
The Common Customer Support Challenges
Before explaining how weDocs can reduce customer support pressure, let’s spare a few minutes to explore the common challenges the customer support teams usually face globally.
- Repetitive Queries
Handling the same question again and again can be overwhelming. Not only does this make the team feel exhausted, but it also creates the possibility of less time for unique or urgent problems.
- Limited Resources
When you’ve got a fixed number of employees, it’s a tough job to give attention to regular issues. So, you can’t pay attention to routine tasks and customer complaints simultaneously when it’s rush hour.
- High Operational Costs
It’s true that keeping customer support on point requires a larger support team. This involves high operational costs. The same thing happens when you’re making your existing team work overtime to handle the load.
- Low Customer Satisfaction
When you can’t push the number of team members or their working hours, the only result that pops up is low customer satisfaction. After all, long waiting times will do nothing but leave customers frustrated, ultimately spoiling their experience with your brand. Check how to improve customer support experience with weDocs.
Now the question is, how do we fix them? And can weDocs be a help here? The answer is yes, it can. But for that, you need to understand first what weDocs is.
What Is weDocs?
weDocs is an all-in-one documentation management plugin. With this, you can easily create, organize, and share documentation with the team members and users. It supports creating different types of documentation, real-time editing, and managing access permissions for team collaboration and productivity.
It has integrations with various popular plugins for better content creation and presentation. Using its drag-and-drop feature, you can organize the documentation content as per your needs and hierarchy. weDocs has compatibility with 100+ languages.
Its AI chatbot is an exciting feature that can provide you with a ground-breaking experience, reducing customer support pressure.
How weDocs Helps Reduce Customer Support Pressure
weDocs is a feature-rich documentation management plugin that can be used for multiple purposes. Now, we’ll explain how these features can be helpful in reducing customer support pressure. Keep reading!
Self-Service Documentation
It includes the self-service documentation system for why your customers can easily fix their issues without even submitting a support ticket. weDocs allows you to create visually appealing, easy-to-navigate documentation that can help your customers find answers independently.
Here, you can create step-by-step guides, tutorials, and FAQs. To make things a bit easier, it comes with drag-and-drop tools to organize content while making the browsing effortless. Plus, you can add images, videos, and checklists to make support articles more engaging.
But what will all these exactly bring up in the form of results? Well, these three, for sure.
- Reduction in the volume of repetitive support tickets
- Helping the customers find their solutions faster
- Free up your support team to focus on more complex issues
Learn how to create documentation with weDocs.
AI-Powered Chatbot
Hiring a full-time support team can cost you thick bucks. Keeping that in mind, weDocs includes a ChatGPT-powered AI assistant. This AI assistant can give answers to all your customer’s questions instantly based on the content in your documentation.
Unlike your regular support team, it will be available 24/7. This way, you’ll be able to reduce live chat dependency and staff workload. And the result?
- It will save money on hiring additional support agents
- Will deliver faster service while keeping customers satisfied
- Can handle large volumes of queries effortlessly
Multiple Knowledge Bases
When your business comes with multiple services or products, one-size-fits-all documentation won’t cut it. But when you’ve got weDocs, you can easily create separate knowledge bases for each product to make sure that every customer gets relevant support.
Here, you can organize documentation by product, service, or customer type and alter the content for different audiences (new users, advanced users, etc.). This means you can literally simplify multi-product support without confusion. And the benefit?
- Better personalization for your customers
- Easier for users to find the information they need
Real-Time Analytics
When weDocs is installed, it tracks real-time data on searches, page views, and user interactions, giving you insights into your customer’s actual pain points.
- So, can weDocs identify popular topics and unanswered questions? Yes!
- Can it update documentation based on real user data? Yes!
- Can you improve content for better engagement and SEO rankings with it? Yes!
This means you can easily make data-driven decisions for content improvements while ensuring your knowledge base stays more relevant and useful.
Drag-and-Drop Content Management
When it comes to building professional support pages for our website, the first person that comes to our mind is the developer. Thankfully, with weDocs you won’t have to drag the matter there as its drag-and-drop interface and ready-made templates will get that done for you.
Here, you can easily add sections and articles with just a few clicks. Plus, you can customize layouts with Gutenberg or Elementor whenever you want. And yes, organizing the content with a nested structure for clean navigation shouldn’t be a problem either.
But what will all these do? Well, these three things for sure:
- Will save time with a straightforward setup
- You can launch a branded help center without technical skills
- You can spend less time on design and more on growing your business
Role-Based Team Collaboration
The right support team and a well-collaborated support team are often the same thing. weDocs can help you out here by assigning specific roles and permissions to ease up the collaboration.
You can assign roles like administrator, editor, author, and contributor to control who can create, edit, or publish documentation. So, if you’re really up for preventing unauthorized changes to important content, weDocs can surely be a big help.
And the impact?
- Content mistakes and overwriting errors will go down
- Collaborative content creation will take place more effectively
Floating Contact Form
You can’t fix every issue with an FAQ section, can you? So, to handle all those issues that need personal attention, weDocs brings in a floating contact form right on your site.
With this, users can submit questions directly, and you get the option to upload files for more clarity. And thanks to the integrated AI chatbot, you’ve got multiple support options open as well.
But how’s that going to help you with your business? Well, it –
- Ensures better communication with customers and faster issue resolution.
- Reduces back-and-forth emails by allowing file attachments.
Customizable Design
Clearly, you don’t want any changes in your website that don’t match up with your brand’s color. But thankfully, you won’t have to deal with that mismatch after onboarding weDocs. Not only does it match your brand’s look and feel with flexible color, but it also does the same with font and layout options.
SEO-Friendly Documentation
Who doesn’t want to be at the top of a customer’s search results? We bet you do, too. So, when you’re using weDocs, you get the chance to slip in the required keywords while making knowledge-based content and making it search engine optimized.
Final Words
Customer support pressure can surely be overwhelming sometimes. However, with weDocs, any business can take better care of its customers. After all, it ensures self-service resources, minimizes repetitive inquiries and frees up support teams to handle comparatively complex tasks.
On top of that, its user-friendly interface, 24/7 availability, and cost-effective nature make it a literally practical solution, pushing the customer satisfaction level higher. As now you know how to reduce customer support pressure using weDocs, we believe you’ve got a clear idea of what to do next. Want to explore more of this powerful plugin?
Take the first step—download weDocs today and turn your support strategy into a competitive advantage!
