According to Gartner, in order to handle the digital information and activities, customers-similar to organisations-will increasingly turn to self-service automation moving forward. Customer self-service automation is the keyword that is well known among the firms as self-service is becoming the norm as customers are increasingly expecting an effortless experience at scale.
Market trends In Self Service
Today, 67% of customers prefer self-service over speaking to a company representative (Source: Zendesk).
According to Gartner, by 2030 a billion service tickets will be raised automatically by customer-owned bots (Source: Gartner).
What Makes The Firms To Opt For A Self-Service?
According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more.
In their CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions (Source: SuperOffice.com).
What Is A Serve-Service?
It is a software platform that delivers highly personalized customer service by assisting the customers without the involvement of a customer support representative. It helps the customer in availing the information they have asked for, quickly solving their queries, and performing other online tasks.
Which Industries Can Benefit From It?
IT Sector
Retail
Insurance
Banking
Travel & Hospitality
Why Is Self-Service Software Important?
Organizations are expected to deliver the best customer service without spending much on the contact centres. In this scenario, a self-service software fits in quite well as it reduces the resource cost and accelerates the response time thus saving associates time for other important tasks. There is no need to depend on the sales team or the services team to respond to the customers. The only point to keep in mind is an ideal self-service that has an easy interface to use and is quite handy.
Types Of Self-Serve
Chatbot:
It is a computer program that uses Natural Language Processing and Artificial Intelligence to interact with customers.
In simple words, it is the most advanced and promising expression of the interaction between humans and machines.
Mobile Help Apps
These apps are handy as they are available on the phone and enables the customers to make service appointments with executives or interact with them by asking questions.
Interactive Voice Response (IVR)
It is one of the oldest forms of customer self-service options available.
It acts like front-line customer service, connects customers with the help options that suit their needs best.
Web Portals:
(i) FAQs: It uses the Knowledge Management System that stores the database of an organization to answer the needs and common questions of the customer base.
(ii) How-to articles: It has helpful information that gives a complete overview of the products to the customers.
(iii) Interactive forms like Self-checkouts: To accomplish the tasks and provide product information.
Benefits Of Customer Self-Service
Time To Enjoy Repeated Queries
Include a Customer Support portal and link the relevant pages containing the answers to the questions to deal with repetitive queries.
This portal allows the customer to choose from a list of issues and provide an answer according to their question.
Let the Customer Be The King
Customer is his own boss while using a self-service as the self-service allows customers to take charge of the activities performed under self-serve.
A customer can make changes on their existing orders and get updated on the same.
A customer has the freedom to modify the delivery slot, address, etc.
A customer can cancel an order and get notified about the automatically updated ticket.
Keep The Customers Updated
The latest news, new features, tariff, plans and other details about your product or services can be given on a platter to the customers.
Reduces Customer Service Costs
Customer-self service automation automates the responses to every query of the customer thus there is not much need to hire a customer service executive as the tickets will be resolved by the self-service itself.
Improve Agent Productivity
When an agent has fewer tickets to solve and repeated queries being handled by the self-service then he ought to utilize that time to give better customer care to every customer. He gets more time to solve other high priority queries thus his productivity is increased.
Future Of Self Service
According to Gartner, organisations are turning to naturalistic engagement methods, such as voice and other AI-enabled technologies, to give customers what they want and achieve higher operational efficiency.
In fact, 91% of organisations are planning to deploy AI within the next three years.
And, by 2030, a billion service tickets will be raised automatically by customer-owned bots.
How Do You Avail A Self-Service By Your Own?
The self-service application can be executed on a firm's website, through the mobile app or other third-party applications. Customers of Kapture CRM availing self-service get quick solutions for issues. It lets them specify their problem and place a service request. Auto-responses for queries based on keywords are sent and customers are directed to the relevant department at once. Customers do not wait too long for an answer anymore.
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