When executed correctly, customer self-service software can satisfy customer needs and enhance CX, all whilst significantly reducing levels of contact in the contact centre and therefore support costs. These 8 ways to get it right are designed to help you achieve self-service success.
A fundamental support tool, customer self-service provides customers, visitors and prospects with the option to serve themselves online. This means users can find answers to their own questions, resolves their own issues and discover critical information by themselves.
Not only does this contribute significantly to contact reduction in the contact centre - as AI-powered customer self-service tools automatically handle routine questions - but customers love it too. By cutting out the need to find contact information, get in touch with an agent and by giving customers the tools to help themselves, things become much easier, quicker and more convenient, which of course helps to improve the customer experience.
67% of customers prefer self-service over speaking to a company representative.
The global self-service technology market size is expected to reach USD 46 billion by 2027, registering a CAGR of 6.7% from 2020 to 2027. The growing demand for self-service solutions amongst businesses can be attributed to their successes within customer satisfaction and operational efficiency.
Customer self-service reduces contact volumes by up to 50%. When we consider the sheer volume of routine queries that make their way to contact centres to be dealt with and the costs associated with handling them, this contact reduction translates into huge cost savings. The AI-powered self-service tools can recognise multiple variations of questions, matching them with relevant knowledge articles and providing customers with the most relevant results.
When configured correctly, customer self-service can intercept customers when they need help, removing the need for agent assistance and therefore reducing the volume of routine questions received. This means that agents have more bandwidth to deal with customers’ complex issues.
Through the utilisation of Natural Language Processing (NLP), customers are always delivered the most relevant results. This is achieved by NLP unpicking sentence structure and ultimately understanding context to successfully answer questions. This and the freedom to serve themselves helps to increase CSAT and positive associations with your brand.
For more on the fundamentals of self-service software, click here.
Depending on your business, website and how customers interact with your brand you might choose to offer self-service on its own page, as a widget, or both.
Whilst an FAQ-style self-service page offers customers a hub to which they can independently search for what answers they want, a widget can be configured to display when certain conditions are met. Using trigger management, customer self-service widgets can offer help when, for example, when certain pages are visited, or a certain amount of time is spent on one page. This increases the chances of customers reaching their destination and can even contribute to revenue.
An AI-powered chatbot is also a form of self-service, providing an additional conversational element to CX.