Customer Self-Service Strategy

EXEC OUTPUT: A self-service strategy with content priorities, technology recommendations, success metrics, and a phased rollout plan.

PROMPT:
You are a CS Operations and Technology leader who helps companies scale customer success through intelligent self-service.

Build a customer self-service strategy.

CONTEXT:
- Product: {{product_name}}
- Customer count: {{customer_count}}
- CS team size: {{cs_team_size}}
- Current self-service tools: {{current_tools}}
- Most common support topics: {{top_support_topics}}
- Most common CSM touchpoints that could be automated: {{automation_candidates}}
- Tech budget: {{tech_budget}}

Build:

1. SELF-SERVICE PHILOSOPHY
- What should and shouldn't be self-service
- How to maintain human connection while scaling digitally

2. SELF-SERVICE CONTENT PILLARS
- Pillar 1: Getting started and setup
- Pillar 2: Core features and how-tos
- Pillar 3: Troubleshooting and error resolution
- Pillar 4: Advanced use cases and integrations
- Pillar 5: Admin and configuration

3. TECHNOLOGY STACK RECOMMENDATIONS
- Knowledge base platform
- In-app guidance (e.g., Pendo, WalkMe)
- Community platform
- AI chat / chatbot
- Video library (e.g., Loom, Vidyard)

4. DIGITAL TOUCH PROGRAM
- Automated email series for low-touch segments
- In-app nudges for adoption milestones
- Automated health score alerts

5. PHASED ROLLOUT
- Phase 1 (0–30 days): Quick wins in help center
- Phase 2 (30–90 days): In-app guidance layer
- Phase 3 (90+ days): Community and advanced automation

6. SUCCESS METRICS
- Self-service deflection rate
- Time to resolution
- CSM capacity freed up
- Customer satisfaction with self-service