Entrusting Customers with the Help of Self-Service Support

Customer preferences are changing continuously for interacting with the businesses. The support service for customers started with the phone calls to emails to live chats and now self services have become mandatory. According to a new study, 72% of the customers prefer self service support from a company rather than through phone calls or emails. They say that it is a convenient method of addressing the customer care problems.

The expectations from customer service are growing and demand for self service customer care is increasing. The internet has empowered people by giving access to the information they need. People have become comfortable using the search engines to get their answers.

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Another survey showed that most of the customers who tried using self service support systems were not able to resolve their issues and contacted an agent. 59% of them expressed their frustration.

Some best methods while building a strong customer help center without getting them frustrated includes:-

• ·         Optimizing results

Make sure you give your customers the results they need. Use proper keywords, their categorization, monitoring search queries so that a better experience for the customers can be created.

• ·         Visible search bar

63% of the customers are frustrated with the placement of search bar. Keep it in the front and center so that the customers can easily find and use it. 

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• ·         Knowledge updation

56% of the customers say that their reason for abandoning the support center is the lack of information. Ensure the content updation and FAQ for new products, services, and problems that are added regularly to the knowledge base.

• ·         Design

For the knowledge, content is the king but design also plays a crucial role. It spells the difference between a customer able to enter a website, getting answers and exit satisfied rather than spending 10 minutes frustrating on navigation and solving the query.

A good design and even a well-developed help desk can’t be a customer service. If the customer is unable to find the answers from your knowledge base or if their query is more technical or complicated than what a help desk can solve, the representatives of customer service will have to address these concerns. Outsourcing can be the solution to whether it is a lack of resources that are stopping you.

Partnering with the right service provider can help you in addressing the immediate need that the company is facing currently. It will also help you in improving the processes, engaging customers and follow the best practices for customer service.   

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