Customer Self-Service: A New Era of Efficiency and Satisfaction



Self-service for customers changes the way businesses interact with their customers. Though self-service is not a novel idea, changing consumer preferences are demanding more self-service choices, especially in previously untapped markets. Recent research from Harvard indicated that 81% of customers would rather handle problems on their own instead of contacting live customer support agents.

WHAT IS SELF-SERVICE FOR CUSTOMERS?

Through customer self-service, customers can obtain information, solve issues, and carry out a variety of tasks without speaking with a company representative in person. Here's a look at some of the Advantages of Customer Self-Service:

1. Boosts the support team's productivity and efficiency

Self-service customer support is available 24/7, so clients can resolve their problems on their own time and that too without requiring any assistance from the support staff, thereby enhancing overall efficacy.

Furthermore, with fewer support tickets and inquiries to handle, the support staff can operate more effectively and efficiently. And subsequently take on proactive initiatives such as updating the knowledge base.

2. Offers round-the-clock assistance

The high standards expected by today's customers must be met if you wish to prosper in the marketplace. They want businesses to be there for them, 24/7, no matter what. However, customer support services are available only during business hours and working days, whereas a self-service customer service is available to customers, when they need it, even at odd hours. The result, customers are happier and are no longer compelled to wait for responses.

3. Can handle many clients at once

Support agents can serve only a limited number of clients. So, when customers use self-service choices, they have access to a much faster option that could cater to their needs.

In fact, customers and businesses both, can gain greatly benefit from self-service:

  • Consumers can access the most recent information by visiting websites and knowledge bases instead of getting it from support workers.
  • Allows companies the opportunity to collect important customer data for future marketing campaigns.

4. It is reasonably priced

Promoting self-service for customers is far less expensive than employing support staff to handle consumer questions in any field be it support or sales or even accounts receivable. Furthermore, there can be substantial savings as employee training costs can be avoided to a large extent.

Original Source: https://inebura.com/blog/customer-self-service-a-huge-positive-disruption

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