Converted '100' Articles into '1'

We at PureVPN receive hundreds of customer queries everyday. Around 80% of them are repetitive in nature.

Let's look at this scenario from Customer Perspective:

To get the answer for their frequent queries or basic troubleshooting, they have to find our Live Chat, explain the whole problem to our customer heroes and find out that the ‘Answer’.

It might be ok for the first time but what if they have the same problem again and forget the solution, do they want to repeat the process? I don’t think most customers would want that.

Drawbacks for customers:

They have a rather unnecessary process, even though our customer support is one of the best still no one wants to talk about small issues with the best people, customers want to solve these things on their own. 

See this from Customer Support Perspective:

They have to spend almost 80% of the time answering the same queries, I don’t have to explain how frustrating that is…

Drawbacks for customer support:

• They are getting frustrating which might hurt their productive & quality
• They could use that time to solve bigger more important problems

Obvious Solution?

Create a ‘Support Center’ and address all FAQs there, that's what most Companies do, right?

That’s what we did and it did help us automate some of the support queries.

It was the right thing to do.

But having a support center is not enough!

Even Though answers to common queries and problems are there, is it easy for customers to find the answer to their specific query?

We have 300+ articles there on Support Center, its like an ocean of knowledge and customer does not want to waste their time diving in the ocean to find the answer even with all the tools they have at their disposal, such as ‘search bar’

So, our problem statement ‘Automating FAQs’ is still not fully addressed by only creating a Support Center.

Now, we need to make sure our customers use ‘Support Center’ instead of relying on Live chat.

To make that happen, we had to:

Make it easier for users to find their answer by putting in the least amount of effort and time in the Support Center?

But, How?

We asked ourselves, what are the most common queries?

Answer? Basic Troubleshooting!

What information we need to help customers perform basic troubleshooting?

1. Device/Platform customer facing an issue
2. The specific error user is seeing on that devices
3. Possible solutions

How many articles do we currently have on Troubleshooting? 

100+

No wonder, customer will have a hard time to find their answer

How to solve this problem?

Figure out a way to merge info from "100 articles into 1, easy?"

Not really, but we did find a way.

We knew, we all needed 3 pieces of information to provide basic troubleshooting:

1. Device/Platform customer facing an issue
2. The specific error user is seeing on that devices
3. Possible solutions

After some research and brainstorming we figured it out!

This is our ‘Troubleshooting’ page

80% of customers can find the answer to the issue they are facing from this 1 Page

Or should we say 100 articles merged in to 1

Voila!

This worked for us at PureVPN.

Try it and share if it helps YOU...

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Faisal Khushnood

Happy to discuss or help out with anything related to:

• Customer Retention 
• Email Marketing
• Customer Success
• Customer Acquisition
• User Onboarding
• User Engagement
• Referral Marketing

Faisal.khushnood11@gmail.com