We sure have come a long way regarding technology. These days, we can do nearly everything on our mobile phones.
As such, it’s not entirely surprising that our recent leaps in digital technology have radically changed the way customers interact with businesses.
The more tech-savvy customers become, the more they become self-sufficient. If you want to address customers’ need for self-autonomy, implementing self-service options is a good start.
Self-service resources can take many forms: FAQs, knowledge bases, self-checkout, interactive voice recognition (IVR), just to name a few.
According to a Pew Internet study, 92% of people rely on search engines to find information on the web. It only goes to prove people’s natural inclination to help themselves.
There are many ways self-service resources can improve customer experience, and we’re going to discuss them in great detail below.
1. Empowers customers
Recent studies show that 60% of Americans would rather solve problems on their own rather than talk to a customer service agent.
By providing customers self-service options, you satisfy one of their most basic psychological needs — the need for self-autonomy.
In short, people enjoy having a sense of control over their problems. If a customer, say, goes to the FAQ section on a company’s website to find out how to redeem a gift card, it gives them a sense of accomplishment.
Provide them with the means to do things on their own, and they’ll appreciate your brand for it.
2. Increased voice support availability
Most customers prefer going to a service provider’s website first before deciding to call customer service outsourcing in the Philippines hotline should they have questions about a product or service they need answers to.
If your company website doesn’t offer self-service options, chances are customers are going to call customer support for help even for the most basic questions.
This, of course, results to overloaded customer service queues, which can be frustrating for customers.
By adding an FAQ page or a knowledge base to your website, customers who prefer to solve their issues with the service won’t have to compete for accommodation against those who are more inclined to talk to a live human agent.
As a result, the latter won’t have to wait long before connecting to a call center agent.
3. Better customer service
Agents who are made to answer the most basic questions over and over again over a long period might eventually feel bored and disillusioned about their chosen career.
But when you provide customers self-service alternatives, customer service professionals are spared from repetitive questions, since the answers to which are already made available for their convenience.
When work stops becoming a drag and a dull exercise, your agents are more likely to be happy with their work, and such will deliver better customer service.
The modern customer is always looking for streamlined customer service experiences. By taking advantage of self-service resources to meet and exceed customer expectations, you’re providing your brand excellent opportunities to deliver a positive customer experience without even talking to customers in the first place.