Why Customer Self-Service is the best service of all? 

Customer Service is an unavoidably critical aspect of any business. But with changing times, the world of Customer Service has undergone a mammoth transition. Previously, customers could only connect with the brand via call but now customers have multiple options to do the same because of digitalization and brands that prioritize omnichannel approaches. Another notable shift that has occurred in the arena of Customer Support is “Self-Service Portals” which empower customers to find solutions to their queries without human intervention. Customer Self-Service is one of the sought-after techniques that both organizations and customers vouch for. Modern customers prefer to find answers on their own as they are digital-savvy and expect 24/7 Customer Service. In today’s blog segment, Talisma Corporation, one of the top service industry CRM providers is about to highlight the relevance of Customer Self-Service in the era of extensive digitalization. So, without any more ado, let’s continue to read further for valuable information.

Customer Self-Service: The Key Pointers

Here we have presented some reliable data to prove the cognizance of Customer Self-Service.

90% of customers across the world expect brands or organizations to have an online self-service support portal. (Microsoft)
Across industries, 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. (Harvard Business Review)
85% of the customer service interactions will start with self-service before the end of 2022. (Gartner)
The familiarity of self-service among people lies in the fact that 77% of them have reportedly used a self-service support portal. (Microsoft)
Having a self-service portal can decrease costs by as much as $11 in every call. (Forrester Research)

Benefits to expect after the enablement of Customer Self-Service

In this section, we will talk about the benefits organizations can enjoy once they move into self-service portals.

24/7 Uninterrupted Customer Support

In today’s competitive business world, if you do not offer round-the-clock
Customer Service then you are more likely to lose customers than gain them. People are online 24/7 and hence expect good CX (Customer Experience) at all times. Customer Self-service Portals ensure that your customers get premium service even with no live agent on board.

Higher Customer Retention Rate

Customers continue to stay with brands that offer them great Customer Service and Support at every interaction. Self-Service Platforms let customers feel empowered and happy as now they can solve common issues whenever they choose to without knocking on the doors of the executives.

Lowered Customer Service Costs

As previously mentioned in the Customer Self-Service: The Key Pointers section, investing in self-service portals will enable a cost reduction of $11 each call and remove the need to hire live agents.

Here are a few various ways you can implement Customer Self-Service

Virtual Assistants
Knowledge Base
FAQs
In-app Help Widgets

Apart from deploying self-service portals, another way to ensure A1 Customer Experience (CX) is by investing in Customer Service CRM Software Systems. Talisma provides excellent Customer Service Solutions that determine business expansion and excellence for brands of all sizes and domains. Let Business Transformation commence for your organization with Talisma’s endless assistance. For further information, connect with us today.

2022-05-17T04:19:35+05:30April 26th, 2022|

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