Improving Customer Service Through Self-Service Support

Did you know that 81% of customers try to solve problems on their own before turning to an agent for assistance? 

This happens because they have little time to waste or do not want to admit their inability. The good news for companies is that fewer users need to be serviced this way. But, at the same time, companies must make information accessible, so as to allow users to solve their problems on their own. If users try to find a solution before calling for assistance with poor results, they will be prompted to express their disappointment about the lack of useful information on the site and the support operator will have to start the conversation on a bad note. 

This is why it is essential to offer customers up-to-date and effective self-service tools. Having good self-service customer service is certainly a worthwhile and economical practice. 

Types of Self-Service Support

People are accustomed to searching online and expect a support service to be available 24/7. Many customers simply do not have the time or inclination to contact the support service, especially if this is to find out simple information. To meet this need, companies can provide a portal that makes FAQs available to customers.

As is generally known, FAQ stands for “frequently asked question” and consists of a list of questions and answers that users can consult, so avoiding direct contact with customer care operators. To compile a successful FAQ page, it is essential to identify the target customer and use all the questions that have previously been asked, perhaps by analyzing the emails received.

Another customer care self-service tool is the support chatbot. Chat support communication is becoming increasingly relevant and will continue to be a dominant trend in the coming years, as it is a direct one-on-one support system, often managed through a bot. Chatbots are able to respond autonomously not only to users' requests and questions, but are also able to understand customers’ interests or dissatisfaction and offer them a human dialogue. 

Finally, personalization is also critical, where this is becoming the most important element of customer service. Thanks to new technologies, it is possible to collect more and more data about users, such as their preferences and what they purchase most frequently. Companies that can collect, analyze and use this data appropriately will be able to offer a better and more personalized online experience, obtaining a significant competitive advantage.

Do you think your customer service standards are out of step with your competitors?

Contact us at We Are Fiber, where we are able to provide you with the ideal solution to establish a longer lasting relationship with your customers and retain them with the right tools.

Contact us and we will put you on the path to success.