Customer self-service is a tool that allows you to provide online support to your clients without any interactions with agents or representatives. The most common types of customer self-service are.
- FAQs page– This is a page containing answers to the most common queries by clients. It included both the questions and their responses. You can go as far as to provide links to other sources with the answer or solution to the query. The FAQs page may seem very simple, but it can go a long way as a self-service tool.
- Chatbot– This is an AI-powered chat or messaging tool that answers questions from customers. These bots enable customer service agents to scale their operations and provide round-the-clock customer convenience. Chatbots are often compared to FAQs pages because their responses are automated and almost similar. Therefore, when it comes to chatbot vs faq, the answer lies in understanding how the two operate.
- Community forums– This is where users can ask questions and receive answers from their fellow users. They can also search previously asked questions and their responses.
- Automated call centers– This is where a customer calls a company and resolves an issue without speaking with any of the live agents. This tool uses an interactive voice response to make customer self-service possible.
The types mentioned above are just a few of the most common forms of customer self-service. There are several other types in addition to the four above.
The most important is to understand why you need to implement customer self-service. Below are some benefits of implementing customer self-service.
Round the clock support availability
Perhaps the most significant benefit of implementing customer self-service is the availability of 24/7 support for clients. In the current digital era, clients are not very fond of waiting. Therefore, having your clients wait for hours to receive support services could result in them seeking better alternatives.
For this reason, round the clock customer support is paramount. With customer self-service, customers can reach out anywhere, at any time, and get the answers they need for their inquiries. This means that they do not have to wait for business working hours to get assistance.
Reduced costs for customer service
Implementing customer self-service will also help you save a lot of money. This is because you do not have to cater to live customer support interactions. According to analysts, the cost of live customer support interactions can account for up to 7 percent of a company’s total expenditure.
Self-service tools do not cost half as much. With customer self-service, you will require lesser live agents. Therefore, you get to save the money you would use to hire extra support staff.
Increased productivity among agents
Implementing customer self-care services will also help your agents increase their productivity. This is because they do not have to spend time responding to basic inquiries.
Instead, they can spend their time solving complex queries and performing other essential tasks. They can also spend their time improving client experience instead of responding to multiple calls, emails, or messages with basic inquiries.
Better customer retention
Implementing customer self-service will also help you win the trust of your customers. This is because they get resolutions and answers to their questions on the spot and do not have to wait for working days or hours. Customer self-service portals also empower clients to solve their problems.
These elements are likely to help your customers stick with you. It may also trigger more positive reviews and recommendations. Therefore, a simple customer-service portal could attract new clients to your platform.
While customer self-service tools are designed to benefit end-users and customers, they also offer benefits for the support agents.
For instance, they can act as a training tool for new agents since they provide most of the knowledge required. This means that implementing these tools could go a long way in benefiting your clients, agents, and the company in general.