Customer experience strategy has witnessed a massive overhaul in the past decade. As customers have become quite acquainted with the promptness and easy availability offered by effective service, they are now looking at self service as a more suitable option in their communication with brands.
What is customer self service?
As the name suggests, customer self service is when the onus of acquiring necessary assistance and support is placed on the customer themselves. While this may seem redundant to some, surprisingly, a whopping 72% of customers have been said to prefer self service to other means of customer support.
Customers today are no longer keen on getting on a phone call or making an effort to draft an email to have their queries answered. The process seems to take longer, and sometimes can be hindered by a non-active support team in the company.
A self service system refers to the addition of pre-established support pages on your website – for example, FAQs, Knowledge Base, a search bar, or even tech support. With these options, customers feel comfortable in identifying their issue and having it resolved right then and there.
How to achieve customer self service success?
Customer self service experience is an area of company planning that requires frequent thought and insight. If you find that your businesses will be more profited by Customer self service software, here are some ways to get started and stay on top of the game.
1. Create a well-stocked knowledge base
If you find that the most frequent customer support queries arise from potential customers who are new to your brand, it is an indication that they are merely looking for more clarity. If you have been asked the same support questions too many times to count, your best bet is to create a knowledge base that can function as the perfect answer book to all issues.
A knowledge base is a centralized library filled with articles that address frequent customer service queries that are common to your business. Using a knowledge base will help you create a much stronger relationship with your customer by giving them access to the information they require to clear their doubts.
You can also make use of a self help software called Knowledge-Centred Support, designed to effectively capture, manage and update all the solutions provided in the knowledge base. This self service software installation is quick and easy to avail through any online platform.
2. Bring together an online community
If your business caters to a specific group of people who maintain an interest in the products and services offered by you, there's no better reason to create an online community! One of the best ways of achieving self service is to create an online Q&A community, allowing people to post questions and also obtain answers from fellow community members.
One of the most important factors through this process is to ensure that the group is always moderated. Ensure that all questions find answers and that they are beneficial for the group at large.
What is Service CRM?
In the customer service Game, you need to be available to your customers through multiple sources of contact. Kapture’s Service CRM software lets you personally connect with new and potential customers when they want, and how they want, helping you create meaningful conversations.
3. Design a useful customer portal
Sometimes, a person's query may go unanswered even with a thorough look through the knowledge base and Q&A portal. For such situations, it is highly useful to create a well-maintained customer portal, which allows the customer to reach a company representative in the most accessible manner possible.
Instead of expecting the customer to navigate their way through the website, dedicate an efficient and quick portal, devoid of complex technical language. It is also highly recommended to allow the customer to use their own style to describe their issue.
With these tried-and-tested customer self service methods, your business is sure to benefit immensely from this new and advanced support mechanism.
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