The 5 types of self-service web services most appreciated by users

Web self-service is a service that companies cannot do without and that improves the customer experience. But what is web self-service? It can be defined as a customer experience that takes place within the company website, providing users with the answers they require.

In this case, customers solve their problems in total autonomy, without the external intervention of assistants. In fact, it is estimated that 69% of customers prefer to resolve issues on their own, before contacting customer support. Videos, FAQs and articles are just some of the tools available to users to get by on their own and solve their concerns.

Of course, operators also benefit considerably, as they receive fewer requests and only intervene when their presence is really necessary. The quality of the assistance service is thus improved, to the benefit of the productivity of the company and customer satisfaction.

At least 5 types of web self-service are available:

• customer portal;
• knowledge base;
• chatbot;
• forum;
• integrated customer support.

Each of these solutions has specific characteristics and must be chosen according to the structure of the company and your business needs. We at We Are Fiber have developed tailor-made solutions and, with our services, customers have seen not only an increase in sales, but also a significant increase in their conversion rate. In this article, we provide you with useful tips to improve customer relations and management.

Self-service on the web: the customer portal

After coming to appreciate the definition of web self-service, let's focus on the main solutions offered by the market.

The customer portal is a "privileged" access point for customers, who can then request support. Login can be achieved via an app or software. The portal is private and offers specific solutions for a specific audience.

Customers can:

• make requests for assistance whenever they deem it necessary;
• consult exclusive content;
• contribute to the community in relation to certain products.

Knowledge base 

A knowledge base is a type of self-service on the web that simplifies the organization of assistance and provides valuable help both to operators, who can access the same resources as customers, and to the same customers, who can find immediate answers to their questions or locate helpful advice.

In this case, it is recommended that one set up the knowledge base according to certain categories or topics, creating a preferential path for users, who can identify the resolution of their problems quickly.

Chatbot: modern online self-service

Among the self-service web services most current and popular, there are chatbots, or software capable of carrying on an online conversation as if they were human beings in flesh and blood. Chatbots, supported by artificial intelligence and machine learning, are able to learn new concepts automatically and put them into practice when required.

This innovative software can also set up meetings and share useful articles when needed. If it can't answer a question, it turns this over to an operator and learns from the answer.

The workload on the operators' shoulders is significantly reduced, allowing for the optimization of the time available and the provision of a high quality service. All this translates into significant savings in time and money, better customer service without long wait times, and increased sales and loyalty.

We at We Are Fiber take advantage of the performance of Zendesk Chat, which requires simple programming and is particularly intuitive.

Forum 

Even the forum can become an effective customer support service, if used intelligently. Forums are very useful tools to be created on portals or websites, a sort of virtual square where customers can meet and participate in conversations to exchange information, advice or simply chat about more general topics.

In this way, the company gives a voice to customers, who feel they are listened to and appreciated, thus developing a sense of loyalty towards the brand. The same company can collect useful information, such as customer buying habits, market trends, and strengths and weaknesses of a product or service.

The development team must establish discussion topics, set rules, sponsor the forum, and moderate posts if the discussion gets too hot.

Integrated customer support

Finally, the integrated customer support service is primarily aimed at the support team itself, who can provide higher quality support. It is a tool capable of encompassing all, or almost all, of the options described so far. Operators can interconnect faster with customers to resolve specific issues quickly. Agents can access details of the problem encountered and customer questions, so as to have a complete view of the situation and act accordingly.

If you wish to give new impetus to your web self-service strategy, We Are Fiber is the ideal partner to overcome every challenge.

Contact us if you wish to know more.