What does great customer service look like these days and what does it demand? Keep out of your customers’ way. Now, we do not mean altogether forget about your customers. What we mean here is to embed customer self-service in your online support.
What Does Research Suggest?
Many aspects of customer service have shifted online and providing 24- hour service is the norm, but for smaller companies it becomes difficult to provide live support options at all times. Providing self-service does not mean you will lack in providing great customer service, in fact it is the way forward.
A 2013 report suggests that 71% of customers perceive that the most important thing any company can do is provide value for their time. While 72% of customers prefer self-service to phones or email as a way to resolve their issues.
How Does Self-Service Help?
24-hour access is becoming very important in online customer support and service because most times customers do not require a solution to their problem but they are simply confused about something. Self-service attracts the DIYers and provides customers with a great tool to help themselves while saving their time.
Basic components of a self-service support include an easy to use help center and a killer knowledge base article. All this is also true for mobile users. According to a study, 75% of mobile user respondents said that they would prefer online support if it provided accurate information which was complete and reliable. 91% said that they would use an online knowledge base if it were tailored to their needs.
An Example of Successful Self-Service
One of the top software companies known for providing great customer support is Wistia. Their team has eliminated their company phone number from their website, and encourages people to contact them through email or browsing their knowledge base. While it may seem as an attempt at hiding, it has actually boosted their customer support experience for their clients. The team has also made an effort to create video resources to help customers with recorded instructions. It is proving to be wonderful for them.
By adopting this strategy, sales representatives get more time to actually reach out to customers while most can often find satisfaction in a comprehensive knowledge base. A well-defined self-service strategy will prove to be a win-win for both the customers and the business. You are going to be left behind if you don’t have a way in your customer service strategy to let customers help themselves. Consider this, “70% of customers expect a company website to include a self-service application.”
You can no longer rely on traditional models of customer service for the continued success of your business. As time passes by, almost every aspect of business evolves; the same is true in the sphere of customer service. There was a time when all strategies in this vein centered on the customer alone. Now, to succeed, you must also maintain an appropriate distance from the customer and promote self-service if and when required.