Self-service customer support: a winning strategy

Self-service customer support: a winning strategy

Discover why self-service customer support is a must-have and how to make it work!

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Self-service customer support: a winning strategy

What is self-service customer support?

It is a proactive service in which the clients have everything they need to answer their questions autonomously and immediately – without needing to contact a company representative.

How to make it available?

  • Creation of a topic-based Knowledge Base on the website, including FAQs (Frequently Asked Questions), guides, articles, how-tos, and instructional videos.
  • Automation with intelligent Chatbots (with the possibility of escalating to a live agent when needed).

Why invest in this strategy?

  • 81% of consumers across all industries try to solve their issues themselves before speaking with a brand representative. (Harvard Business Review)
  • 90% of customers worldwide expect brands or organizations to have an online self-care portal. (Microsoft)
  • 50% of customer self-care searches will be done through a virtual assistant, predicts Gartner.

Four main advantages of self-service customer support:

  • Increased customer and employee satisfaction.
  • Increased operational efficiency.
  • Fast answers to the most common issues.
  • 24*7*365 access from anywhere and on any device.

According to the APCC’s 2022 Study, what are the main reasons for offering self-care tools/channels?

  • Improve customer experience.
  • Customer “Appetite” for digital solutions.
  • Costs reduction.
  • Extended service hours.
  • Improve Agent/Operator/Contact Manager performance.
  • Improve business/sales opportunities.

Ten commandments to make it work:

  1. Make it easy and intuitive to get to the desired information.
  2. Be continuously enriched and updated.
  3. Use Artificial Intelligence for greater customization and accuracy.
  4. Provide different communication options (buttons, free messaging, voice calls).
  5. Provide a great experience, regardless of the channel.
  6. Capture information, history, and metrics for further action/improvement.
  7. Be as comprehensive and complete as possible to not disappoint expectations.
  8. Have associated workflows for process optimization.
  9. Have a back office that doesn’t require technical knowledge.
  10. Ensure security and compliance with current standards.

Understanding and addressing customers’ needs and preferences is critical to their satisfaction and loyalty. In the digital age we live in, self-service is increasingly one of them, allowing their empowerment and independence in finding solutions.

You can count on the platform to leverage all the advantages of self-service customer support. Ask for a demo to see it in action 👉