A term buzzing around customer service circles is self-service, as research is proving that customers want to serve themselves. While many companies are coming around to this notion, too many attempts are falling short—the biggest reason being that development is not developing with the customer front of mind, so instead of being a windfall, this can turn operations into a customer service crapshoot.
A recent article from Business2Community offered some helpful hints for companies searching for the best recipe for a self-service portal. First and foremost, firms must think like their customers. This means offering user-friendly and intuitive tools for customers to find resolution. A design with customer in mind can go a long way in servicing as well as retaining customers.
Another tip offered is to simply ask customers to aid in the process of development. User feedback can prove invaluable in planning and as noted in the piece, Gartner (News - Alert) Research illustrates that by the end of 2016 some 80 percent of organizations with fail to capitalize on the benefits self-service. Instead they will be faced with higher customer service cost.
A firm’s self-service station cannot stand on its own. Each customer interaction is different, each ticket requires unique solutions so it is important not to limit a customer to just the self-service option and offer services like live chat, email or even a phone number. The article likens a self-service portal to a bridge leading users to the solutions they desire, in as painless a way as possible.
For example, one customer service software developer, TeamSupport, delivers the convenience of easy to use, organized and proactive software that puts your team in a position for success. Developed to improve workflows and help invigorate the bottom line, this B2B software provides the proper level of support for service team.
In the realm of customer service software, it is important to address your customer needs. One does this by providing all the tools necessary to an exceptional customer experience. Just because self-service is the flavor of the week, one must remember that all channels must be appropriately monitored to ensure a prosperous business with satisfied and repeat customers.
Edited by Dominick Sorrentino