What Are the Benefits of Using Self-Service Software?
A study by Microsoft revealed that 95% of respondents cited customer service as important in their choice of loyalty to brand, with 61% having switched brands due to poor customer service.
All too often customers are unnecessarily kept waiting in line for long periods of time to speak to support agents, subsequently causing frustration. This can easily be avoided using a self-service offering. Not every customer who is on hold needs to be there – which is why it’s vital that a ‘do it yourself’ option is available and accessible to avoid not only disgruntled customers, but strain on customer service.
Serving customers quick, accurate answers using a easy to navigate solution, can help build a lasting relationship between you and your customers and as a result, positively impacts your CSAT scores.
Reduced Operational Costs
Supermarkets that utilise self-service checkouts save operational costs by requiring fewer employees to oversee and assist customers - and the same applies to online customer service.
Self-service software helps to automate routine queries and by doing so the volume of support tickets, phone calls, emails and live chats are considerably reduced. This means employees spend less time dealing with routine questions and therefore the backlog is reduced, cutting operational and staffing costs significantly.
It can also impact operational efficiency positively, for example by reducing Average Handling Times (AHT). Because self-service is designed to deal with routine queries, time that agents would have otherwise spent answering high volumes of FAQs is significantly reduced. Self-service ultimately allows customer service to offload an entire category of enquiries, giving them greater capacity to dedicate more time to solving complex customer issues.
The beauty of self-service software is that it connects to the same library of knowledge that the entire customer service team consults when dealing with customers. The results that are served to the customer are pulled from your company knowledge base using sophisticated algorithms and AI.
This ensures that all answers that are delivered to your customers are consistent with the company and accurate. Companies that do not utilise the same source of knowledge across teams and contact channels risk providing inconsistent or inaccurate answers that could significantly harm their company and reputation.
Self-service software utilises AI-powered Machine Learning (ML) so that it can learn from every customer interaction. This helps identify any errors, learn terminology and grammar and also serve the most popular answers in order to optimise customer experience.
Natural Language Processing (NLP) is also used to help self-service software understand exactly what the customer is asking, using algorithms, it takes into consideration the keywords, intent, grammar and popularity of the question. This way the software can correctly respond to customers’ naturally phrased question, similar to how a human would.
Enhanced Customer Experience
Online customer experience has never been more important, with expectations higher than ever, customers want a smooth journey to their resolution, without roadblocks that create frustration.
With two thirds of customers preferring to first try solving their issue on their own, it is important that companies provide self-service software that supports this. It is equally important that self-service software offers escalation points, such as live chat to put customers in touch with an agent who can help with complex issues that cannot be solved using self-service – all of this contributes to an positive customer experience and therefore satisfied customers.
Self-service software proves not only advantageous for customers, but for employees too.
Because self-service software effectively automates questions and answers, employees who would otherwise be dealing with repetitive, mundane routine queries can now focus on helping customers with complicated issues. This not only relieves pressure on employees who were before flooded with routine qyestions, but it contributes to their sense of purpose, empowering them, which in turn can improve staff attrition rates.