The self-service portal is customer facing widget where they can check on their orders, look at frequently asked questions, and talk to the support team. Learn about some important ideas that will help you make a really good customer service experience.
Topics are the main parts of the self-service portal. They are like super-powered FAQs.
To make a topic, you need a title and a description.
Title: This is what customers see as the option on the self-service portal.
Answer: This is what they read when they pick that option. You can make the answers more personal by using things like the customer's name, order number, tracking URL, etc. These will be changed to the real information when shown to the customer.
Default action: You can choose what you want the customer to do after they read the answer.
There are two kinds of topics:
These are topics that everyone who visits the website can see. You should use this section to talk about your policies, FAQs, user-generated content, and product recommendations.
Order topics are connected to orders and can only be seen by customers who have bought something. Use this section to make ways to solve problems related to orders, like "where is my order," "I want to return some items," "make changes to an order," and so on.
Topics are set up like a tree, so you can create a path and lead users through the steps they need to solve their problem.
The way topics are organized is like branches of a tree. This helps you make a path that guides users step-by-step to find a solution. An example of this tree-like setup would look like this:
Put the most popular topics in the quick links section. These will be the first things customers see when they open the widget.
