Improving The Customer Experience Through Digital Self-Service
Today’s online consumers demand speedy responses. Whether it’s answering a question regarding product materials or troubleshooting a technical issue, these inquiries and issues need to be settled as soon as possible. If resolving the problem requires a lot of effort, it could negatively impact the overall customer experience (CX) and drive them away from the brand.
With the influence that a positive or negative CX has on consumers, brands need to do all they can to create a seamless experience across all touchpoints. One such area that cannot be overlooked is customer self-service. Below, we’ll briefly go over what customer self-service means, its benefits and a few best practices that brands can implement regardless of industry.
What is customer self-service? Put simply, it is an approach allowing customers to find solutions through a self-service portal instead of contacting the company’s customer service representatives. The goal is to provide customers with readily available support 24/7 without increasing the demands on live representatives. This support can cover a wide range of issues including troubleshooting, installation, onboarding and so on.
According to a recent report, 90% of customers across the world now expect brands or organizations to have an online self-service customer support portal. With this portal, they can get to the bottom of any difficulties they’ve encountered before contacting a live agent. This results in better CX and, therefore, happier customers.
In addition to gaining happier customers, self-service also benefits a company by reducing the cost of customer support, as users solve routine problems on their own. With rising wages and staffing shortages, this could be constructive in boosting the bottom line. Furthermore, self-service means customers can skip waiting for a response, get an answer quickly and get back to enjoying the CX. As a result, they often feel more confident in the product or service. This leads to greater trust in the brand, improved customer satisfaction and higher retention rates. Benefits such as these and others like them can be very good for business.
There are many ways to go about building an efficient self-service portal. One effective route is to partner with a CX consulting company. These experts can provide straightforward solutions to optimize and improve a range of CX strategies, including self-service. Both a CX consulting company and other professional partnerships, such as call center outsourcing services, can deliver real value to an organization every day.
You can also consider investing in high-tech tools, such as AI-powered chatbots. These remarkable innovations can be used to answer frequently asked questions and provide relevant information or resources. They could even be utilized to enhance marketing efforts as a branding tool to show customers that the company is taking proactive steps to make their experience as speedy and efficient as possible.