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.