Online support centers are worthless if nobody is using them - that’s why you need to focus on driving traffic to your site. Not only that, if you’re not focusing on getting customers to your site, chances are you’re probably not thinking about self-service much to begin with.

Once you've selected your customer support solution and created your content, it’s finally time to start driving customers there.

The best way to increase awareness and drive traffic to your knowledge base and community is to link to them everywhere you can - especially where your customers spend their time. Use links within the product or application that point to self-help choices, and keep that information current. Here are some simple pointers that can help drive traffic.

1. Respond to cases with the link to an article

Don’t just simply respond to a case with the correct answer - add a link for further explanation. Remember the saying: “Give a man a fish and you feed him for a day. Teach a man to fish and you feed him for a lifetime.” By providing a link back to a knowledge base article, not only are you answering the question, but you are teaching the customer. That way the issue won't happen again. 

2. Add knowledge Base articles to blog posts

Allow prospects and customers to find your online support center through your marketing content. This combines thought leadership with product information.

At Desk.com, we had a lot of fun this past holiday season writing about customer service best practices and pairing them with knowledge base articles. 

3. Link auto-response emails back to the online support center

If your company sends auto-responses to customers that submit a case, consider attaching a link to your site. Present customers the option of serving themselves before moving forward with the support case.

4. Go mobile

Not only do customers want their issues resolved in the shortest amount of time, they also want them resolved on the go. Consumers are increasingly seeking self-serve customer service content using their mobile devices. In fact, 50% of smartphone users would prefer to use a mobile customer service app to try to resolve their customer service issue before calling a contact center. Mobile self-service support offers organizations a revolutionary opportunity to provide self-service experiences of higher quality in the wake of a less lenient and more demanding customer base. Through this form of support, companies will reduce inbound ticket volumes, unified support channels and reduced waiting times, all while serving one of the largest growing audiences: mobile customers.

Learn more customer service best practices with the free e-book below.