If you haven’t heard by now, customer self-service is how your customers want to interact with your brand. CX trends tell us they now anticipate to be able to more than get an answer to an inquiry. According to a Coleman Parkes study, 91% of customers say they’d use online self-service sources if presented, and 75% prefer online support as long as it’s trustworthy.
But what would customer self-service really look like for your brand? In this blog, we’ll share a few best practices for applying customer self-service in your business properties.
Be accessible (and seamless) across different digital channels
The best customer self-service websites truly go beyond just their website, allowing the same level of service across all the digital platforms where customers want to engage. For instance, launching the same basic bot functionality across your website, mobile app, SMS, and Facebook Messenger guarantees a steady experience is being presented to customers regardless of where they choose to interact.
Opportunities to progress your customer self-service
Goods, guidelines, and information are continually changing. While it’s good to strive for high accuracy from the get-go, self-service is not a “set it and forget it” endeavor. Keep in mind that a big volume of customer questions may be fairly similar, so it’s vital to use a tool that can examine the intent of questions and intelligently group related subjects for you to review.
Think about particular use cases you could address
Customers now want self-service to go beyond simple ask-and-answer (although addressing FAQs is a good “version one” for a self-service chatbot), so we recommend giving some thought to what other common use cases you might be able to systematize via self-service.
Pay attention to personalization and context
Customers share a lot of info with companies, and they anticipate value in return. Personalize online experiences to the maximum degree possible based on the data you’ve already amassed about that individual.
Brands can learn a lot from examples of customer self-service technology, and more easily envision how it could work for them based on what other companies are doing. Popshap focuses on helping customer brands have engaging, significant, useful interactions with customers to drive value and competitive differentiation. We’d be pleased to create a self-service strategy for your business, leveraging our 2o+ years of self-service expertise. Contact us today to get started.