Everyone’s busy these days. When it comes to finding a solution to a problem or answering a question, most people prefer to help themselves—it’s the natural path of least resistance. In many cases, self-service is the best kind of customer service. Many products and services are meant to be "easy-to-use" for customers. Being able to find a solution through self-service can often be the easiest customer support.
According to American Express, “48% of customers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues.” Customers tend to only seek direct interactions when they can’t find answers through their own research. This does not provide a positive user experience, never mind a positive reflection of your company's customer service.
The eBook, 6 tips for building a thriving help centre, covers the value of self-service support and six ways to create and improve your knowledge base and knowledge management. By investing in self-service, companies can improve their ticket deflection, user experiences, and the way their customers view their brand.
Self-service can optimise you customer support and help your organisation by:
Increase customer satisfaction by providing better service through knowledge management (via content in help centres and knowledge bases)
Reduce costs and increase efficiency by reducing the number of repetitive questions agents spend time on (and that consumers frequently ask)
Grow your community and build deeper connections between your organisation and your customers
- Provide more proactive customer service that encourages planning ahead, freeing more time for other company initiatives
Download 6 tips for building a thriving help centre to enhance your self-service and create an all-in-one knowledge base, community and self-service portal.