As the competition is proliferating in the market, therefore there are ample options in the hands of the customer to choose their services, Imagine you want to buy a Wi-Fi from any broadband company, and it comes easily in your budget and was doing fine in first few months, but after a time, it has issues of slow internet, internet automatic rebooting and sometimes no network. You tried reaching customer services by calling customer care and got forwarded on and on, and after 20 calls, he picks your call, and after that too, no response of help from their side. After that, various rounds at their company service center, and then your problem is solved AT LAST, but what do you think? Do that customer will suggest to others to buy the product from that company again?
Therefore, customers are finding ways to select a product that has better customer service and the right quality. The customer wants to do their own research, find solutions by reading the FAQs and chatting with the chatbots, surfing the internet about their product and services, and reading the past customer reviews. Therefore companies are finding different ways to support the Customer Experience Self Services to drive their business smoothly.
Some self-service portals are difficult to access and chatbots don’t always offer a clear way to reach a human agent and poor customer experience can really backfire the business. This can force businesses to add intelligence to their self-service channels.
CX Self-Service Definition:
A type of customer self-service or support that provides customers with all the resources they require to resolve their issues and find answers on their own, without the aid of a human agent.
The Types of CX Self Service Portals:
1.) Add a portal to answers the common queries from Customers:
A commonly answered queries section from past customers will help new customers to get the knowledge base. It includes the organized documentation of products and services and helps the customers to troubleshoot their problems. This way the team can record detailed troubleshoot queries and encapsulated them in one portal.
2.) Create Product Training for Customers:
Guiding the customers by how to use the products, and giving the training of how to use the functionality of the product through different media such as videos, content, or image. By this, they will get a detailed idea about how to use the product and give a thorough understanding of the workflow
3.) CX Chatbots can help on both side:
CX Self Services saves time and automates the mediocre work. Customers can use chatbots to find the information fast, without having to pick up the phone or email your team. On the other hand, the company can set the workflow that automatically sends emails and take a follow up from the customer.
While using the chatbots, certain chatbots are not giving the option of escalating their issue forward, and therefore they have to call the support service to forward their problem. This can deteriorate the image of the business and the risk of losing the customers. Therefore, to mitigate this problem, companies are deploying the live tool in their messaging tool, so if the customer wants to escalate their issue, they can simply request to speak to a live tool at any point during the chat. The live tool then asks the customer for their preferred contact method and reaches out directly to continue the conversation in a live environment.
How can the CX Self Service help customers?
Self-service is important for any business to showcase a positive display to the world. Eliminating the repetitive complaints and available 24/7 to the customers, and priority & emergency calls.
1.) Customer Satisfaction:
When customers find what they looking for without any delay and hassle, automatically the decreased customer effort will translate to improved customer experience.
2.) Customer Retention:
Customer retention means the ability of the company to retain its customers for a longer time by regular purchases or using their different services. So it’s important to enhance the self-service portal to use different ways to know their choices.
3.) Operational Productivity:
The self-service support helps mitigate the operational activities and streamlining them efficiently. For example, reduced email and call volume to improve the prioritization of work.
4.) Solving the Queries:
AI self-service ensures that all the questions of the customers are answered correctly and consistently regardless of the support services they choose.
5.) Engaging Customers profiles:
Self-service tools give the data of the users who are engaging with the products. And from that, you can learn a lot about the users creating targeted marketing messages and sales opportunities.
6.) Increasing in Traffic:
Having self-service establishes brand credibility and trust, so customers will view the portal as a useful tool and visit more frequently.