How to Deliver Amazing Self-Service - Self Service Central

How to Deliver Amazing Self-Service

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By: Amy @SelfServiceCent Clark

Self-service continues to gain much popularity in the overall customer service strategy, bringing benefits to both customers and businesses.

Organizations are increasingly automating their customer support system to focus on more critical aspects of their business, with the goal of raising efficiency and better managing costs.

It’s not only about company benefits. Some might think that self-service is a hands-off approach to an organization’s customer service. What the unsuspecting observer does not realize is that it provides customers with an opportunity to personalize their experience while enjoying maximum efficiency.

In fact, traditional support options are not very supportive. These redundant and archaic systems force customers to accept sub-optional outcomes. In addition, customers are subjected to long wait times and customer support representatives are forced to carry the burden on their shoulders.


Gartner Analysts agree: “It is critical for customer service organizations to figure out how to harmonize customer service processes that sometimes happen with a human support agent, sometimes through self-service and sometimes by peer-to-peer community networks.” 

How then can IT managers, CS managers and CIOs reduce the strain on their customer support departments? Below are three ways self-service can benefit your organization and improve efficiency.

1.Self-Service Can Lower Business Costs

Implementing smart self-service customer support lowers business costs and generates higher ROI by deflecting repetitive and low level inquiries through automation. In the absence of such a solution, live agents would have to handle these inquiries through chat, phone, or email. A self-service solution that offers 24/7 support and can use its intelligence to think for itself is an invaluable resource in any organization. This way, it becomes possible to maintain both an efficient customer support operation, and more focused and motivated employees and agents who are better trained at handling complex, non-standard queries. Moreover, you will also be able to scale up while retaining a smaller, high quality team of customer agents. You will also benefit from reducing agent turnover and saving your company large sums of money.

2. Efficient, Contextually Correct, and High Responsive Self-Service System

Having a multichannel, fully integrated and efficient self-service solution is associated with substantial cost saving. No more customers frustrated by tedious wait times, poorly trained staff and inefficient email response services. The result is lower shopping cart abandonment, increased order value and higher conversion rates and customer satisfaction.

3. High Customer Satisfaction and Happier Customers

Customers often get frustrated when they cannot get instant feedback. It is becoming increasingly difficult for businesses to compete and succeed without efficient self-service. Customers are growing more impatient and are more likely to navigate elsewhere for their products and services if they are shopping online and information is not readily available. If that happens, you will not only lose the sale, but the customer too. A customer shopping online will have questions about your products and will not wait to have his/her questions about personalization answered. Self-service that is able to adjust accordingly to your organization’s needs, and tailor its responses to suit your customers to provide a unique shopping experience, is truly valuable.

Gartner Analysts see a growing trend: “More than 1,500 organizations worldwide are in various stages of production with virtual assistants (VAs). The results range from profound cost savings (5 percent reduction in service costs) and increased customer loyalty to simply the entertainment of having a robotic presence on a website. But the number of organizations adding this capability is growing by 20 percent per year, especially in travel, consumer goods, telecommunications and banking. A challenge is that computer-generated characters have limited ability to maintain an interesting dialogue with users; they need a well-structured and extensive knowledge management engine to become efficient, self-service productivity tools.”

Today’s customer wants instant feedback and if you are unable to provide it he will move to your competitor. A self-service that provides convenience, care and credibility will lead to high conversions and average orders, reduced overall costs, fewer support agents, and happier customers.

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