04/10/2024 | Press release | Distributed by Public on 04/10/2024 06:32
How much do your customers like their self-service customer service experience with your business? If they're not impressed yet, here are three ways you can improve it.
Self-service lets your customers find the answers they need on their own time, without the help of an agent. Most importantly, it's what they prefer: our research found that 61% of customers would rather use self-service for simple issues.
Enabling your customers to help themselves also increases efficiency. We found that 67% of organizations are now tracking case deflection, typically done through customer self-service or automated processes.
To ensure your self-service customer service channels always make the biggest impact, what can you do quickly - even in just one hour? Turns out, it's a lot.
What you'll learn:
See top-notch self-service in action
Connect customers to relevant answers fast, on any channel at any time, with the Salesforce Self-Service Experience.
What is self-service customer service?
At a high level, self-service customer service simply means letting customers help themselves. To give customers this option, you can provide:
These self-service tools give your customers convenience, speed, and anytime availability. (Back to top)
Benefits of self-service
Self-service customer support is a win-win for both your customers and your business.
Nobody likes to wait in a support queue for assistance. Self-service can also provide fast or even instant answers in some cases. This can lead to a better customer experience and higher customer satisfaction scores (CSAT).
Your business benefits by reducing support costs and improving operational efficiency. By deflecting routine questions to self-service channels, you can allocate your resources more effectively. For example, your agents can focus on complex cases that require critical thinking and empathy. (Back to top)
How to set up for self-service customer support success
Your goal is to make it easy for your customers to find solutions independently. To set your business up to deliver successful self-service, let's look at three key steps to take.
1. Address frequently asked questions
Taking a few minutes to connect with your team will help you understand the most common customer questions to address in your self-service options. Even with advancements in AI, there's still no substitute for human experience. You can use your team's insights to make continuous improvements to your self-service customer service channels.
2. Find ways to streamline workflows
Simplifying processes by making it easier to find information goes a long way for customers, increases efficiency, and frees up agents from cases that can be handled with self-service.
Your company's contact information shouldn't be displayed in the search results. A customer will be less likely to access your help site and use self-service.
Once customers get to your site, make it easy to get self-service. With a simple widget or code snippet, you can integrate a fixed channel menu on your help site home page. This can direct customers to chatbots, your knowledge base, or a customer community, like the Serviceblazer community
Rules-based chatbots also do a lot for self-service. They respond based on buttons a customer clicks or particular keywords the customer uses. If you have a rules-based chatbot, review the chatbot data to find specific keywords for easy answers, and be sure to have an FAQ database the chatbot can use to answer questions. But do consider upgrading - an hour spent learning about the latest in AI chatbot technology could be a step toward greater efficiency.
3. Continuously improve with data and human review
The quick ways we've discussed to improve your self-service customer support offering can make a big impact. But there's even more you can do over time. Tackle the ideas below in one-hour chunks, and soon you'll be well on your way to building an excellent self-service experience.
Ready to get started? With a few simple updates, you can ensure your self-service customer support channels are working hard to help your customers quickly find the answers they need. In time, your customers will be getting an efficient and easy self-service customer service experience they'll love. Then watch your CSATs soar. (Back to top)