How Customer Success & Support Teams Can Use Tettra

For Customer Support and Customer Success teams, knowledge is power. They can best empower customers when they have the right information at their fingertips. Tettra allows your Support and Success teams to find the right info, answer questions quickly, and feel confident that they have the right answers. Plus, it helps your team cut down on onboarding time, allowing new team members to get up to speed quickly.

Searching for the Right Information

Your Customer Support and Success teams are the bridge between your clients and your company. Not only do these teams help inform product development by sourcing customer feedback and painpoints, but they also get up-to-date knowledge into the hands of your clients, increasing trust and adoption. Delivering answers to questions in real time is a big part of this trust building.

So how do you make sure your customer-facing teams are armed with the most up-to-date knowledge and the ability to self-serve quickly? A well organized and easily searchable knowledge management system is the cornerstone to a high functioning support or success team.

Tettra’s Slack integration makes it easy to search and share info. Our Slackbot helps your teams find what they need quickly and without context switching. Simply use the “/tettra find” command, and our bot will search through page titles, content, table data, and attachment titles  to deliver relevant results.

After finding the page you’re looking for, you can choose to share the page or view it within Tettra. This helps your team cut down on response times, reduces the likelihood your team members will need to ask for help, and empowers your team to deliver answers with confidence. Quick access to knowledge makes for happy employees and delighted customers.

Organization

With Tettra, organizing your documentation is a breeze. Depending on the size of your company, we usually suggest teams assign a category to each department, break down the category into themes by using folders, and populate those folders and categories with pages that outline processes that take more than 3 steps to accomplish.

Your Customer Support and Success teams most likely encounter quite a few questions that pop up frequently. With Tettra, you can set up an easy-to-search page of FAQs that include internal links to pages that answer more complex questions. Quickly search and reference these pages by using the [+] keyboard command to embed the relevant page.

Onboarding

The process of onboarding new Support and Success teams can often take months.Tettra can help you cut down these times by managing your onboarding process.

Set up an “Onboarding” category and pin a Welcome page outlining the onboarding process. When you invite new hires to Tettra, send them to your Welcome page directly from the invite page so they’re ready to hit the ground running.

From there, you can break down the onboarding category into courses, to-do lists, and general company policies to cut down on repeatedly answering the same questions.

Tettra enables your customer-facing teammates to answer questions quickly and confidently, organize troubleshooting docs, and document commonly-used processes. It helps cut down on onboarding time and empower new employees. Tettra allows your team to feel confident, knowing there’s a single source of truth that’s always up to date. Give Tettra a try to see if it’s the right fit for your team!

For an in-depth example of how support teams use Tettra, check out our spotlight piece on the amazing team atGeckoboard.

Video Transcript

Hi, I’m Bryan and I’m going to show you how your Customer Support and Success teams can use Tettra to delight your customers.

Searching

What do you do when a customer asks a question and you don’t know the answer?

With Tettra’s handy slackbot, you can search your documentation from any slack channel. Check out the preview results, or… click into the notification to go directly to that page in Tettra.

This not only empowers you with knowledge, but it keeps your response times quick.

Organization

If you work in Support like I do, you’ve probably noticed a few questions that pop up frequently

Create an FAQ page in Tettra, so you can search for the answer to a specific question. You can also use it as a directory by linking to other internal pages with more in-depth documentation.

Onboarding

Find yourself answering the same set of questions with each new hire? Stop repeating yourself by setting up an Onboarding category in Tettra.

When you first invite new team members to your account, direct them to a welcome page within the category. Use this page to outline the Onboarding process and any next steps they should take.

So help your Support and Success teams work smart with better documentation!