FORGOT YOUR DETAILS?

Why Self-Service Is Still Good Customer Service

by / Monday, 14 September 2015 / News Category Business 2 Community

Google Logo

Providing a way for customers to help themselves is a good way of providing customer support.

Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. Customer support software makes it easy to give customers what they want and need. According to a Coleman Parkes survey, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online support is preferable as long as it is reliable. Creating an online location for customers to seek out knowledge can be extremely useful as long as it is organized into channels. Popular self-service channels include frequently asked questions, a searchable knowledge base and online discussion forums.

“Around 94 percent of people have found working with an agent to be difficult.”

People like figuring things out for themselves
When most people think customer support, they picture live interactions with reps. But research from Nuance shows that most people prefer to help themselves. According to their report, 2 out of 3 consumers would rather help themselves than talk to a customer service agent to get answers to their questions. Those people said that they thought self-service was more convenient. Only 6 percent of the people surveyed said speaking to an agent is always more convenient, meaning around 94 percent of people have at some point have found working with an agent to be difficult.

When self-service is better
It’s ultimately more effective to let your customers choose when they need to speak with an agent. Here are some situations in which customers are better off helping themselves:

  • Quick questions
    When a customer has a quick question, submitting a formal ticket or talking with an agent can seem like too much work. By providing them with an FAQ page or a search function, you’ll be giving them a way to access an answer as quickly as possible.
  • Clarifications
    Sometimes a customer won’t really have a question. Instead, they just need something clarified. Calling in or submitting a ticket for these inquiries may not be necessary. Offering self-service channels will save time for your reps and empower your customers to engage with your website and find what they’re looking for.

While self-service is a good customer service method, you still need to have a qualified and dedicated team to answer more detailed questions. You’ll always run into people who prefer to speak with an agent for any and all of their needs as well. Providing both options lets you give your customers everything they want and need.

Read more on Business 2 Community 

Related News
This second annual MLK Day of Service is trying to become the largest event in campus history. | Courtesy of Wikimedia CommonsThis year, UH will host its second annual Martin ...
READ MORE
We’ve all read the data about increases in “No Decision Made.” In the new, The Challenger Customer, the authors provide compelling data about the 5.4—the average of 5.4 people involved ...
READ MORE
Listening in on this week’s AA-ISP webinar “Creating the Ultimate Collaboration Between Inside Sales and the Field,” one thing jumped out at me right away. Collaboration needs to start at ...
READ MORE
I’ve been a content marketer for a whopping two and half years. That’s not a lot of time. In my past life, I considered myself a journalist. I wrote fashion ...
READ MORE
Once upon a time, about ten years ago, a new concept was born. It was an innovative concept, groundbreaking some said, and those that brought it to life knew that ...
READ MORE
Over time, our pricing evolved into a tier system: Tier 1 is the higher profit work, Tier 2 is lower profit. Our discount-seeker is Tier 2. Source:: Walking Away From ...
READ MORE
Marketing is a profession that is mired in confusion, buzzwords, and complexity. It can be hard to know where to start your day as a marketer, what goals to set ...
READ MORE
Kim Jones, 56, was killed in broad daylight Tuesday while waiting for a bus to her job at a non-profit.The post Community resident remembered for service appeared first on The ...
READ MORE
MLK Day of Service planned to become largest
Customer “Decision-Making Readiness” As A Qualifier
5 Proven Ways To Improve Inside Sales And
How Scaling Companies Lean on Content to Grow,
Inbound Marketing: A Tale as Old as…10 Years
Walking Away From a Customer Who Demands a
3 Things About Digital Marketing Your Boss Wants
Community resident remembered for service
Share Button
Tagged under: ,

Leave a Reply

TOP