Better Customer Service thru Self-Service Solutions
Do you think customers want to help themselves?
Nowadays, more customers are becoming more self-sufficient. They want their questions to be answered in a timely manner. They want their problems solved in an efficient way. Some prefer finding the answers themselves over talking to a support agent or contacting the company directly.
Customers want to serve themselves and support their issues rather than sending an email or getting on the phone. In fact, the younger generations prefer to do things via Internet.
Because of this, they expect businesses to improve their customer service. Customers prefer a service available whenever they want, instead of getting queued or waiting days for an email response. They want to let go of any company with slow resolution times.
This is why having a self-service customer portal will make it possible for customers to support their concerns and problems 24/7.
Let’s see how these two companies are already putting it into practice:
1.Hyatt Hotels
Some Hyatt Hotels have automated kiosks that allow guests to bypass the line and complete their check-in or check-out with a credit-card swipe. Some can also use it for room upgrade or parking services.
2.Wal-Mart
Wal-Mart’s Scan & Go pilot program lets customers use a mobile app. They scan items, place it in their carts and proceed to the self-checkout counter for payment.
Benefits of Self-Service Support
Having self-service support can be a huge task for businesses with limited time and resources, but it brings benefits, not just to your customers, but to your business as well.
1.Cost Effectiveness
Customers are helping themselves by reducing the cost of paying support agents to do it for them. If Customers don’t have to contact a company’s support team, this removes several phone calls out of the call center and because of the faster turn-around, time is saved as well.
2.Reduced Support Ticket Volume
An increase in your customer base also means the rise of ticket volumes. Having a well-designed self-service support reduces the number of customers reaching for their phones or sending emails to agents. This reduces ticket volumes and emails that need to be answered. Support agents won’t have to answer the same questions from a number of their customers.
3.Increased Agent Efficiency
Having self-service support lessens the burden of your contact center. Your customer service agents will become faster and more agile. They’ll resolve tickets as quick as possible and focus on more demanding issues.
The do-it-yourself way is already transforming industries at high speed. Customers appreciate being able to find the information they need and solve their problems quickly.
As business owners, you too can embrace this self-service strategy to meet market expectations. Your online business can provide your customers with a good self-service experience by:
- providing informative videos on YouTube
- creating Frequently Asked Questions page on your website
- developing an Online Customer Forum
Personal contact remains a necessity. But having a self-service portal means providing long-term solution to meeting customer expectations. It is also the most cost-effective and fastest way to provide customer support.
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