7 Ways Self-service is like a ShamWow

Like late-night TV, the mind can go from the sublime to the ridiculous when it’s dark and quiet. And so here I am with 7 reasons why self-service forums are like a ShamWow.

1. ShamWow’s in your face around the clock

Just like those ads, self-service forums can run around the clock. And if you have a thriving user community, those customers posting questions to the forums can get anecdotal advice and crowd-sourced help while you’re asleep or watching TV.

2. ShamWow is portable

That’s right the ShamWow can go anywhere. Keep one in the house, the car, the boat, the RV. Take a look at Mary Meeker’s 2012 Year End Update. Here’s just one slide that proves escalating mobile use. There’s plenty more in the full report.

Smartphone adoption

Mobile-friendly self-service portals give customers access to support wherever they might be at the time. Your entire knowledge base could be in their pocket.

3. ShamWow just does the work; why work twice as hard?

Why waste effort on solving issues that have been solved before? You’ve got knowledgeable users, so capitalise on that. You’ve got knowledgeable staff, so capitalise on that. Self-service puts those answers in front of the people who need them, at the time they need them, without you having to hunt those answers down again and again.

4. Once I got a ShamWow, I couldn’t live without it.

Self-explanatory. But if you need convincing, listen to this webcast of Peter McGarahan talking to William G. Purcell, from Paychex, Inc. He’s a big believer in KCS and self-service.

5. You’re gonna spend $20 on paper towels anyway; you’re throwing your money away.

How many of you have a self-service portal as part of your support toolset? How many of you have left it sitting empty and unused or outdated and unused? You’re paying for it, anyway; put it to work.

6. ShamWow is great for everyday use.

Self-service fills a range of support needs—FAQs, a place to collect and prioritise feature requests, customer engagement, standard troubleshooting and how-tos.

7. ShamWow sells itself. It lasts ten years; a sponge lasts a week.

Self-service forums enable you to retain and reuse knowledge gained from your support interactions over and over.

Want more? Here’s the ShamWow guy himself. Watch the video and see if you can come up with more. In the meantime, I’m off to buy a ShamWow.

Thanks to @sitare21 @PeterJLijnse @rfsis1 and @StuartRance for the late night twitter banter that inspired this post.

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