What Is The Value Of Self-service In An Economy

Guide

The value of cocky-service

Published April 14, 2017
Last updated June ii, 2020

Everyone'southward a busy bee these days. When it comes to finding a solution to a problem or answering a question, nigh people prefer to aid themselves—it's the natural path of to the lowest degree resistance. In many cases, self-service is the best kind of customer service. Many products and services are meant to exist "like shooting fish in a barrel-to-use" for customers. Being able to find a solution through self-service can ofttimes be the easiest customer back up.

According to American Express, "48% of customers prefer to speak with a customer service rep when dealing with complex issues, but only xvi% prefer the same contact for simple issues." Customers tend to only seek directly interactions when they can't find answers through their own research. This doesn't tend to brand for a positive user experience, let alone a positive reflection of your visitor'southward customer service.

The eBook, 6 tips for building a thriving aid eye, covers the value of self-service support and vi ways to create and improve your cognition base and cognition direction. Past investing in self-service, companies tin better their ticket deflection, user experiences, and the fashion their customers view their make.

Self-service can optimize you client support and help your organization by:

Increase client satisfaction by providing better service through knowledge management (via content in help centers and knowledge bases)
Reduce costs and increment efficiency past reducing the number of repetitive questions agents spend fourth dimension on (and that consumers continually enquire)
Grow your community and build deeper connections between your arrangement and your customers
Provide more proactive customer service that encourages planning alee, freeing up more than time for other company initiatives

Download 6 tips for building a thriving assist center to heighten your self-service and create an all-in-ane knowledge base, community, and self-service portal.

Subscribe to the weblog

The best source of information for client service, sales tips, guides, and manufacture best practices. Join united states of america.