How do you encourage customers to use self-service?
encourage customers
Self-service is becoming popular among customers with 81% wanting more options. Empowering customers to find solutions to their queries independently not only enhances their overall experience but also streamlines operations for businesses.
What is Self-Service?
Self-service is a support approach that allows customers to find answers to their questions and resolve their issues on their own without having to contact a customer service representative.
A valuable tool for businesses of all sizes, self-service can help improve customer satisfaction, reduce costs, and free up customer service representatives to focus on more complex issues.
The self-service model can range from FAQs and knowledge bases to interactive troubleshooting tools and chatbots.
While you may introduce self-service options for your business, it’s equally important to encourage your customers to adopt them.
Here are the ways that organizations can use to promote self-service:
Get The Overview Of the Customer Journey
To enhance self-service engagements, the first step is to identify the touchpoints where your customer may need self-service. For this, you need to get the lay of the land of the customer journey.
Get your focus on the questions like:
- Which channels your customer might use to seek support?
- What are your high-volume channels?
- How can you implement self-serve resources for those touchpoints?
This step is necessary to ensure the right self-service technology implementation.
Enhance Visibility
Ensuring that the self-service options are easily accessible through prominent placement on the website can increase their usage.
Multi-Channel Promotion
To effectively encourage customers to embrace self-service, businesses must promote these options across various touchpoints. Whether it’s through email campaigns, social media posts, in-app notifications, or website banners, consistent promotion of self-service resources raises awareness and ensures that customers know where to turn when they need assistance.
Highlight Benefits
Emphasize the time-saving and convenience benefits of using self-service options. Showcase how customers can resolve issues or find information at their own pace, without waiting for support during peak times. Additionally, highlight the 24/7 availability of self-service resources, enabling customers to find solutions even outside regular business hours.
Encourage Your Agents To Promote Self-Service
Embracing the new introduction is necessary for both sides. While self-service can aid your agents in finding fast answers, encourage them to promote self-service resources among customers. Emphasize the practice’s importance as a supplement for faster support.
Agents can link relevant content in every opportune customer interaction like adding the link of knowledge base articles in the email conversation.
Gamification Elements
Introducing gamification elements to the self-service process can make it more engaging and enjoyable for customers. Implementing badges, rewards, and progress tracking can create a sense of achievement and encourage customers to explore various self-service options.
Gamification can turn the learning process into a fun and rewarding journey, motivating customers to use self-service tools more frequently.
Continuous Improvement
Regularly analyze usage patterns, gather feedback, and adapt strategies based on changing customer behaviors and needs. Continuously optimizing self-service options ensures that they remain relevant and valuable to customers over time.
If timely responses are crucial, forms integrated with automation might offer quicker turnaround times. However, if personalized and detailed responses are essential, email might be the way to go.
Wrapping Up
Encouraging customers to embrace self-service is an ongoing endeavor that requires agility and adaptability. By understanding the evolving landscape of customer needs, preferences, and technological advancements, businesses can foster a self-service ecosystem that not only streamlines operations but also cultivates lasting customer relationships.
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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”.