Production is for consumption. Having produced the products, these need to be made available to the final users of the products, i.
When consumers think about options zero level serviceodds are the first things that comes to mind are long phone queues, difficult conversations, and stretched resolution times.
Zero level customer support comes into play before all of the one-on-one interaction, when a customer is just starting to consider how a problem or concern could be resolved.
Companies should be able to support the customer before they have even been contacted, so they have to be thinking ahead of game. What does a customer do when he or she is first discovering an issue or concern? Well, they Google it.
The online world is the zero level zero of customer service. Building a forum can be a slow process at first, but its success will result in a lot of happy, well-taken-care-of customers, who will be able to meet and interact with peers who share their same problem or have dealt with it in the past.
Providing your customers with a detailed, vast, searchable knowledge base can deflect a lot of those customer concerns that have a common occurrence rate or simple solutions. Allowing customers to resolve their own concern with just a few keywords entered in can save a lot of hassle and stress from both options zero level customer and your team, and it always leaves the customer with more information and truth about your product than when they started out.
It can produce a sense of freedom and control, as well, which has a very rewarding effect on the type of Options zero level customer base that is up and coming with the Millennial generation.
Downloads and manuals generally provide a much more detailed account of the product, services, and troubleshooting options than the knowledge base or online forums might. This type of options zero level will often make use of chats, pictures, graphs, and a good many other kinds of visual support that can help learners of any variety take command of the product in their hands.