People from all walks of life always talk about customer service. Either you’ve read an excellent customer service that went viral and you would like to experience one someday, or a bad customer service that you want to avoid. The evaluation of customer service is based on a lot of factors such as timeliness of response, duration of the solution, quality of approach, and the overall experience with a customer service representative.

Moreover, customer service creates a significant impact on companies since this dictates their image not only to their existing customers, but to potential ones as well. That’s why the customer service industry has decided to open their options to self-service support.

Self-service support has risen to the occasion because people have become more mobile and tech-savvy, and customers have grown high standards and expectations in the customer service aspect. Self-service support is the elimination of human customer service representatives, as well as providing customers constant and immediate access to solutions from their common to advanced service issues.

Below are the various forms of self-service support:

1.    Frequently Asked Questions (FAQs)

As a company, you’ve probably formulated a list of questions that your customers will usually encounter when they do business with you. You can already build a self-service support by creating an FAQ page that they can quickly use as reference. Over time, you can add more questions to that page as you transact with more people and encounter new issues and resolutions, which can be of great help to others in the future.

2.    Knowledge Base

Customers favor knowledge bases at 91%. This is a database teeming with information as a part of your company’s Customer Relationship Management (CRM) software. This may include How-To articles, Cheat Sheets, downloadable manuals, and/or interactive Troubleshooting Trees that your customers can go to whenever they need information or solution to issues.

3.    Self-checkout

A lot of e-commerce sites have implemented this in their system. Self-checkout allows customers to browse, select, purchase, and checkout on their own.

4.    Interactive voice recognition

Although this allows a customer to talk to a representative, the difference is that this is an automated response. Customers can respond by using the touch-tone keypad selection and voice telephone input.

But when exactly do you put your foot down and put a self-service support? If you think that your customer service team is currently experiencing a bottleneck in their waves of customer inquiries, then you may want to consider having a self-service support.

For fast-growing companies, in particular, there is an increasing influx of people every day, and having a self-service support will enable your representatives to allot more time on matters that need more attention. A self-service support should handle repetitive questions.

Here are the good things your company will benefit from self-service support.

  • Avoiding overloaded support channels

Immediately, your support channels will be less toxic if you have a self-service support. If your team’s weak point is quickness in responses, they’ll experience an overload in their line causing calls to be stalled.

With a self-service support, however, you’ll know that when they call you, they haven’t found the answers on their own research.

  • Making yourself available

If your company caters to different time zones, then a 24/7 customer service support is a definite problem. The problems encountered by your customers don’t come in the normal business hours, so putting up a FAQs page or a knowledge base section should be able to handle these situations since these are available and accessible all the time.

  • Rescuing support agents

Being a customer service representative takes a lot of patience, tests your organizational skills, and brings out your empathic side. At the end of the day, human resources will get burned out and be exhausted. Proving a self-service support will spare their health and well-being.

  • Cutting costs

A bundle of inquiries, which will be handled by automated and prepared solutions will free up a huge chunk of your budget. A smaller team of customer service center will also reduce your cost per call.

  • Empowering customers

There’s a different kind of feeling when customers can solve their problems on their own. The millenial generation likes to be involved in problem solving, which gives them a chance to build relationships and sense of community.

After setting up a self-support service, the next step is to check its quality and maintain a good image to your customers. You should identify your customers’ needs to professionally separate novice and expert inquiries. After that, make them visible and functional. A well-prepared self-service support will be naught if its intended user won’t utilize it. Lastly, keep on updating and always fine tune and monitor. Certain problems may arise along the way that is not part of the initial usual problems and questions of your customers.

Overall, customer service in any form should uphold the disposition of your customers. Make use of self-service support to engage better with your customers.

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This entry was posted by Staff Writer on Saturday, April 1, 2017 at 6:14:33 AM and is filed under Small-Medium Business.

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