With the size and scale of a company, its customer support needs also keep increasing. Even in the world of quick tech, your customer support team might get overwhelmed at times, with response time running unbearably long. During times of high traffic, unless you have more than enough staff onboard, your customer service calls can be left on hold for several hours and email responses might take days to finish up. Such situations can have disastrous consequences for your business, especially as modern customers want instant gratification.
According to a survey by American Express, 78% of customers abandoned a purchase due to bad customer experience. Hence, you need to step up your customer service game for long-term business success and growth. No business can survive without satisfied customers. This is where self-service options come in. These technologies and resources make it simpler for customers to find solutions to their problems on their own, thereby streamlining the customer service process significantly. Rather than waiting for one of your customer service representatives to be free, customers can always use self-service options to troubleshoot problems on their own. Having a customer self-service desk can make solutions swiftly and readily available for your customers.
Why Should You Provide Customer Self-Service?
Today customer-self service is gradually becoming the most proffered preferred method for customer service. This is the case because self-service options manage to provide way faster solutions to customers than they can find on their own time. Instead of calling a company and being put on hold, they can always use the resources of the company to find answers to simple support questions.
On the other hand, with the implementation of a customer self-service desk, your customer support team would get rid of the hassle of having to answer similar or repetitive questions daily. Such a system reduces the stress on your incoming request queues, while clearing up more time for your representatives so that they can focus on solving more complex issues.
Customers who have more immediate issues or bigger problems can get the attention they need after the implementation of a self-service desk, as your reps would be busy handling repetitive questions.
Implementing a self-service customer service desk
Customer self-service is quite easy to adopt, integrate and implement into your customer service process. Here are some of the most effective, yet simple self-service options that you may use:
Advantages of having a self-service customer desk
A customer self-service option through portals, chatbots, and forums can be an excellent source to track consumer behavior. This can give your business powerful insights into the most common problems or challenges customers face when using your product or service.
Most of the customers today are pretty tech savvy. They can competently navigate diverse online portals and web pages. Their digital knowledge, coupled with the increasing demand for fast solutions, makes it important for companies to implement a robust self-service customer service desk.