Everyone talks about technological evolution and how it is changing customer experiences. The latest adaptation of intelligent self-service has made consumers realize the importance of ‘doing things on their own.‘ Banks initially introduced the concept of self-service and experienced a widespread protest. Eventually, with time, people found self-service more convenient and efficient – companies without it has to suffer the consequences.
Nowadays, people avoid small talks and understand why to bother customer agents for tiny pieces of information. Currently, the majority of the companies are offering self-service, chatbots, and repositories to customers as they are practicing it widely.
Self-service is said to become a new future in customer support. Customer support serves as the base of credibility for the businesses.
About 45% of companies with self-service features witnessed a decrease in phone inquiries with happier agents. Additionally, empowering customers to help themselves relieved the agents from doing repetitive tasks (like booking appointments, checking account balances, taking orders, etc.). Self-service makes complex to complex tasks of businesses of all sizes simpler and easier.
By definition, self-service is a way for customers to find answers to basic questions about products, services, and policies. You can find it with other names like help center, customer portal, customer community, etc. It bears answers for almost every query. According to the data, around 65% of customers use self-service channels for simple matters, and about 66% of service professionals believe self-service channels reduce case volume. It’s a win-win situation for both customers and companies. Self-service offers convenience, flexibility, and 24/7 support.
Help Center is a knowledge bank often considered the first step in the customer’s journey. Here, customers can easily find answers to common questions, for example, how to manage a subscription, begin a new subscription, review privacy policies, etc.
Customers portal gives a seamless and personalized brand experience through the website. They can access the information and complete actions on the website.
It is a one-for-all online space for peer-to-peer support. Customers are free to share their ideas, answer questions, and present solutions to problems. The platform here makes customers feel like brand insiders and subject matter experts, driving loyalty.
Trends keep on evolving for more standardized and simple living. But what are your thoughts on self-service technologies impacting the work of call center leaders?
Combining the data with customer relationship management tools will help companies deliver personalized self-service experiences. Imagine the existing help desk systems and deeper integrations are giving resolutions to customers in minutes. The well-integrated self-service system will aware brands about:
Do you know the engagement on pages with videos is more compared with text? Video consumption increases day by day, and self-service video is an efficient way to break down complex or confusing issues to customers. Major companies are using this technology to solve queries. The benefit of videos is that they are easy to create and share. The video usage in knowledge bases and FAQs are like an asset to the company.
The traditional knowledge base started with the Frequently Asked Questions (FAQs) page. Now, it has transformed into a knowledge repository as a self-serve customer service library. It allows consumers to find answers to their questions rather than talking to a customer service agent. You can feel the adrenaline rush of customers whenever they can solve their problems on their own.
A knowledge base/repository should be easily accessible and should include FAQs, self-help articles, video tutorials, documentation, references, etc. It will improve customer satisfaction and can lower the call center operating costs.
Nowadays, everyone owns mobile devices, helping them connect globally while on the move. If compared, you can find the growth in the global website traffic because of mobile devices. From the report of Nextiva and Microsoft, 79% of millennials are more interested in brands purchase that provides mobile-responsive customer support channel.
Mobile customer service support is the new demand that includes three different communication channels. Self-service should be omnichannel to create a seamless and positive customer experience (CX). Brands can take advantage of mobile functionality to enhance the overall CX.
As we are already aware, self-service is the new way of communication between customers and brands. They get fast answers to their questions, improving customer satisfaction. Meanwhile, agents are more and more focused, encompassing the strategic work rather than routine requests.
Are you looking to create a self-service future? Connect with our experts to discuss your customized requirements. Benefit your customers, agents, and business with self-service.