Customer Self-Service: What it is, Benefits, Best Practices
Learn about customer self-service and its benefits and best practices. Find out how it allows customers to solve their own issues without the help of a live agent, the advantages of 24/7 support, optimized workload for live agents, reduced customer service expenses, and increased customer satisfaction. Discover tips for implementing self-service, such as keeping knowledge bases up-to-date, ensuring easy navigation, and promoting self-service resources through various channels.
Customer Self-Service: What it is, Benefits, Best Practices
Topics
- Customer self-service
- Benefits of self-service
- Tips for implementing self-service
Video summary
This video discusses customer self-service and its importance in businesses. Customer self-service is a support and service model that allows customers to access pre-recorded or automated resources to solve their own issues without the help of a live agent. The video highlights the benefits of self-service, such as 24/7 support, fast answers on customers' schedules, optimized live agent workload, reduced customer service expenses, and increased customer satisfaction. The video also provides tips for implementing self-service, including keeping knowledge bases and resources up-to-date, ensuring easy navigation and clear instructions, including support contact information, monitoring and adjusting self-support options, and promoting self-service resources through various channels. The video concludes by mentioning self-service software providers like Intercom, Freshdesk, and Genesis, and encourages viewers to subscribe and stay updated with future videos.
Video transcript
hey everyone it's nate from gitboy and
today we're talking about customer self
service what it is why your business
should offer it and the best practices
for creating a successful customer
self-service strategy
let's get right to it
customer self-service is a customer
support and service model that gives
customers easy access to pre-recorded or
automated product and service resources
allowing them to solve their own issues
without the help of a live agent common
customer self-service tools include
online knowledge bases and support
forums product and service frequently
asked questions
ai power chat bots
ivr calling menus and pre-recorded
messages
video tutorials forty percent of
customers say they prefer self-service
solutions over speaking to a live agent
but self-service offers more benefits
than just giving consumers what they
want
other reasons to develop a customer
self-service strategy include
always on 24 7 support
customers get fast answers on their own
schedules
live agent optimization and a more
balanced workload
reduced customer service expenses
lower support ticket volume
customers avoid waiting on hold
higher team productivity levels
decreased customer churn
increased customer satisfaction
in addition to implementing at least two
of the popular channels we mentioned
earlier there are a few steps you can
take to ensure your customers have the
best resources available to them when it
comes to self-service
first always be sure your online
knowledge bases automated can responses
and product guides are up-to-date and
consistent across all channels
no self-support tool is useful if it's
sharing outdated information
speaking of knowledge bases make sure
yours are easy to navigate in addition
to including a search bar post clear
links to faqs product guides video
tutorials and quick start setup
instruction on your home page ensure
this information is well organized using
tags labels and
categories keep answers and instructions
clear and concise use screenshots gifs
or video clips to better illustrate
steps
include support contact information at
the bottom of every page in resource to
make it easy for customers needing
additional help to reach your team
continually monitor and adjust your
self-support options by asking for
customer service feedback and
identifying common issues and making
information on how to resolve them
easily accessible evaluate the quality
of your self-service resources by
comparing your number of support tickets
to the number of interactions with those
resources
finally make sure your customers know
you offer self-service by including
links to resources in newsletters on
social media and even on pricing pages
as an available feature
add chat bots to your website and
program them to proactively message
customers asking if they need assistance
if you enjoyed this video click
subscribe to keep up with our journey to
simplify the voip world and hit the
notification bell to be the first to
know when we upload a new video to learn
more about self-service software
providers like intercom freshdesk and
genesis check out the article linked in
the description box below which customer
self-service channel is your team
planning on trying leave a comment below
to let us know and share this video on
social media until next time this is
nate from getboy
[Music]
you
Dig Deeper
Customer Self-Service: Enhancing Customer Support Experience
Customer self-service is a customer support and service model that enables customers to solve their own issues without the need for live agent assistance. It offers easy access to pre-recorded or automated resources, such as online knowledge bases, support forums, FAQs, chatbots, and video tutorials. Surveys show that 40% of customers prefer self-service solutions over speaking to a live agent.
Implementing a customer self-service strategy offers several benefits for businesses:
- Always-On Support: Self-service options provide 24/7 support, allowing customers to find fast answers on their own schedule.
- Optimized Live Agent Support: By offering self-service resources, businesses can optimize live agent support and create a more balanced workload.
- Reduced Expenses: Self-service implementations help reduce customer service expenses by lowering support ticket volume and decreasing the need for additional support resources.
- Increased Productivity: With self-service options, support teams can focus on more complex issues, leading to higher productivity levels.
- Improved Customer Satisfaction: Easy access to helpful resources and faster issue resolution contribute to higher customer satisfaction rates.
To ensure an effective customer self-service strategy, businesses should follow these best practices:
- Keep Resources Up-to-Date: Regularly update online knowledge bases, automated responses, and product guides to ensure they provide accurate and relevant information.
- Organize Information: Make sure knowledge bases are easy to navigate by using clear labels, tags, and categories. Include a search bar and prominent links to FAQs, product guides, video tutorials, and quick start setup instructions.
- Make Support Contact Information Accessible: Include support contact information on every page and in the resources provided, making it easy for customers to reach out for additional help.
- Monitor and Adjust: Continually monitor customer service feedback and identify common issues to make improvements and ensure the accessibility of information on resolving those issues.
- Evaluate Self-Service Quality: Compare the number of support tickets to the number of interactions with self-service resources to evaluate their effectiveness and make necessary adjustments.
- Promote Self-Service: Increase awareness of self-service options by including links to resources in newsletters, on social media, and pricing pages.
Customer self-service is an effective way to enhance the customer support experience. By offering easily accessible resources and empowering customers to solve their own issues, businesses can improve customer satisfaction, optimize support operations, and reduce costs.
Delivering excellent customer service is crucial for businesses. It involves having knowledgeable representatives, understanding customer needs, offering various communication channels, and exceeding expectations. LiveAgent software helps enhance customer service with features like automated ticketing and real-time interactions. Shep Hyken emphasizes the importance of meeting or surpassing customer expectations, highlighting qualities such as reliability and good communication. Providing outstanding customer service guarantees support, customer satisfaction, and increased conversion and profit for the brand.
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