What are the do’s and don’ts of self-service support?
self-service support
You may be surprised to learn that 77% of people say that if a company offers self-service options, it will enhance their impression of it.
The popular method of Self-service support allows customers to help themselves without having to wait for a representative to become available. However, while self-service support can be a convenient and efficient way to assist, there are certain do’s and don’ts that must be followed in order to ensure that it is effective.
Do’s:
- Make sure the self-service options are easy to find and use. This might include a searchable knowledge base, a FAQ section, or a chatbot.
- Keep the self-service options up to date with accurate and relevant information.
- Consider offering multiple self-service options so customers can choose the one that works best for them.
- Monitor the self-service options to see what issues or questions customers are having and address any common problems.
Don’ts:
- Don’t rely solely on self-service options. It’s important to also have a way for customers to contact customer service directly if they need to.
- Don’t neglect the self-service options. Make sure they are well-maintained and that any issues or errors are quickly addressed.
- Don’t make it difficult for customers to find self-service options. They should be prominently displayed and easy to access.
- Don’t assume that all customers will want to use self-service options. Some may prefer to contact customer service directly, so make sure to offer multiple options for support.
Self-service support is a great way to provide customer assistance, but it’s important to make sure that it’s done correctly. By following the do’s and don’ts of self-service support, you can ensure that your customers are able to find the information they need quickly and easily.
Additionally, by avoiding common mistakes such as making your self-service options hard to find, navigate, understand, or use, you can ensure that your customers are satisfied with the assistance they receive.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.