The value of self-service
Last updated June 2, 2020
Everyone’s a busy bee these days. When it comes to finding a solution to a problem or answering a question, most people prefer to help themselves—it’s the natural path of least resistance. In many cases, self-service is the best kind of customer service. Many products and services are meant to be “easy-to-use” for customers. Being able to find a solution through self-service can often be the easiest customer support.
According to American Express, “48% of customers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues.” Customers tend to only seek direct interactions when they can’t find answers through their own research. This doesn’t tend to make for a positive user experience, let alone a positive reflection of your company’s customer service.
The eBook, 6 tips for building a thriving help center, covers the value of self-service support and six ways to create and improve your knowledge base and knowledge management. By investing in self-service, companies can improve their ticket deflection, user experiences, and the way their customers view their brand.
Self-service can optimize you customer support and help your organization by:
- Increase customer satisfaction by providing better service through knowledge management (via content in help centers and knowledge bases)
- Reduce costs and increase efficiency by reducing the number of repetitive questions agents spend time on (and that consumers continually ask)
- Grow your community and build deeper connections between your organization and your customers
- Provide more proactive customer service that encourages planning ahead, freeing up more time for other company initiatives
Download 6 tips for building a thriving help center to enhance your self-service and create an all-in-one knowledge base, community, and self-service portal.