Customer self-service is based on the idea that today’s customer loves to be in charge and savor the freedom of choice. They are busy, and love interacting with machines and tech than a real person.
No wonder many people cherish the self-help experience; it positions a brand as unique and all-inclusive. Besides that, it is an excellent way to cut down on customer service costs, save on time, among other benefits.
What is Customer Self-help?
Customer self-service involves the use of self-help devices and software to empower shoppers to accomplish some tasks on their own.
It also involves preparing detailed support content about your product or service and providing these for shoppers to use when they have any queries. Self-help is an excellent way to supplement other customer service operations like live chat support.
Why you should incorporate self-service solutions in your business.
The advantages of Customer Self-help
Here’s why you should switch to customer self-service.
1. Low operational costs
Cost and sustainability is always a concern when making decisions that will impact your business.
One major benefit of self-service is the fact that these solutions are way cheaper than agents in terms of payroll and operational costs.
Though it takes time and some money to build up effective self-service systems, in the long run you get to enjoy cheaper service costs and save more.
2. Detailed guides wit screenshots
Most customers have lots of questions about your product or service but would rather keep those to themselves because they are afraid they’ll look unwise.
Self-service is an excellent way to ensure even the most basic of customer queries are answered. Adding screenshots makes your guides more memorable and helpful to customers than long paragraphs of content.
3. Shorter wait-times.
Customer hate long queues or slow systems. Automated customer self-service solutions work just fine unless you have a major breakdown in your system that you haven’t learned of or a customer is not familiar with the systems.
Agents can be slow for one reason or another but well maintained machines lead to the smooth flow of processes and shorter wait-times reducing churn.
4. Leverages the power of FAQs
Frequently asked questions are the basis of self-help in customer service. Because it is not feasible and economical to have round-the-clock representatives, it makes more sense to have a list of FAQs and the answers to these frequent customer queries.
These self-help resources matter to customers for two reasons; (1) they help customers put into word their questions and (2) they ensure fast and hassle-free problem resolution.
Now that almost ¾ of your customer expect FAQs in your store, make sure you provide a self-service platform or risk disappointing most of your shoppers.
5. Ensures constant update of website content.
Because the whole point of self-help resources is to reduce the burden of following up on customer issues, you want to always keep your content updated.
Your “frequently asked questions” section must change with product improvements or new service offerings so that a customer always finds the help they need in a few clicks.
Self-help is an important way to ensure your website content are always up-to-date so that customers can benefit from these services without having to speak to a real agent.
6. Increased customer advocacy
Excellent self-help might lead to customer advocacy; an impressed shopper may recommend you to other customers. A great review left on your site can attract one or two customers.
Sales made through advocacy make up a large share of the market. Many buyers – more than you ever notice— come to your store after referrals by loyal customers.
The pros of customer self-service are numerous which explains you must include it in your business. Failure to offer these solutions means denying your customers the freedom they need and slowing down your business.
It also means spending too much on customer service because you employee many agents to handle customer issues that they would otherwise solved on their own.