![]() ![]() Enhances the Customer ExperienceĪccording to Harvard Business Review, just over 80% of consumers (across industries) are going to attempt to take care of matters and issues themselves before reaching out to a live representative. Reduces Support Costs and Support Ticketsīecause you’re now able to provide a form of 24/7 support as well as streamline answers to your most frequently asked questions through automated troubleshooting, your company can reduce the numbers of agents needed as well as the hours they need to be on the clock. On top of a reduced workload for your agents, this strategy also ensures a form of 24/7 support that allows your customers to resolve smaller issues without needing to speak directly with your agents (or wait for your customer service hours). Tack on the fact that your customer service employees can increase their productivity by not having to manage a myriad of hundreds (to thousands!) of easy-to-solve customer service issues and it’s easy to see how your department could improve, overall. The less time you have to allocate toward simple problems or tickets that customers could resolve on their own through a self-service portal, the more time and resources you can dedicate toward bigger, more complex issues. ![]() Not only does implementing this type of platform contribute to your company’s growing list of customer service best practices and protocols, but it also aids in setting an established, company-wide standard for customer service and support in general.įurther, your customer service department, staff, and resources can reap the benefits of this efficient system. Improves Customer Service Overallįor starters, investing in a self-service portal can improve your overall customer service strategies all-around. (Example of Stashbee's knowledge base being used as a customer self-service portal) Why Your Business Needs a Customer Self-Service PortalĪside from the very obvious answer that your business needs a customer self-service portal simply because it’s what customers actually want, there are multiple benefits that the self-service model can provide your business. Knowledge base filled with high-quality content.Odds are, you’ve dealt with self-service portals before. So, what do these self-service portals look like, exactly? More telling, over 70% of consumers want the ability to solve product and service issues on their own-about 1/3 of consumers (according to the same stat) even say they’d “rather clean a toilet” than speak with customer service directly (which, is a pretty bold stance on self-service portals, we think). According to a research published by Parature, from Microsoft and Microsoft Dynamics CRM, about 90% of consumers expect a brand or organization to offer a self-service customer support portal. While there might be some customers who prefer a direct conversation with support staff, data shows that most customers actually prefer self-service options. What is a Customer Self-Service Portal?Ī customer self-service portal is a crucial component in any successful business’ customer service strategy.Įssentially, a customer self-service portal is a platform that allows businesses to provide customer support at scale by empowering customers to find answers to their own problems instead of relying on interaction with a customer support agent directly. So, how can your business meet these demanding expectations short of hiring more employees and diverting more essential resources toward this department?īy automating customer service which starts with creating, investing in, and maintaining a highly functioning, self-service customer portal so that customers can seamlessly find the solutions to their problems. How you serve your customers-in a speedy, streamlined way-matters substantially and directly impacts your success. Qualtrics XM Institute cites that a good customer service experience heavily impacts recommendations-consumers who rate a company’s customer service simply as “good” are almost 40% more likely to recommend that company. Furthermore, 3 out of 5 consumers report that good customer service is vital for them to feel loyalty toward a brand.Īnd customer service won’t just affect the way your current customers perceive you and work with you, but also their likelihood of recommending or referring you to others. This statement is more than just an opinion on how to do business, it’s actually a fact of business that grows truer every day.Īccording to research, 83% of customers feel more loyal to company's that are able to respond and resolve their complaints. Presently, customers expect speedy, streamlined service that gets them the results they need. It goes without saying-for most companies-that providing excellent customer support and services for your customers is key to driving business growth and attaining success. ![]()
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