Posted On: October 9, 2019
Today, as industries are more bend towards technology-driven functioning, self-service is also emerging as a prime factor among many. Despite the fact that customers opt for proactive support services, the majority of them still prefer to go with self service mediums over any other traditional support methods. This, on the other hand, helps reduce support cost for businesses.
The reason behind this evolution is the technology-enabled era of digitized knowledge transparency for a better experience.
The end goal for enterprises to achieve solutions that improvise the support services they offer. The obstacles that support professionals face would highly arise due to lack of knowledge sustaining tools. For instance, when agents don’t have access to proper content or can’t find appropriate answers because of unsorted knowledge, the results won’t be satisfactory.
While technology is serving as the greatest tool to implement operations, how can it save time, cost and management support services for the enterprises while favoring self-service functions? Let’s figure it out:
Support query tickets are a crucial aspect of customer support agents. Basically, customers want every service on the go and they like to seek answers themselves before contacting support services. A customer support software can be optimized on a company’s website or app to make this possible. Self-service options help customers to find solutions on their own.
A complete knowledge management software integrated over a website, app or other digital channels help customers to get solutions through FAQs, one-page Articles as per their device parameters. Enterprises can avail such solutions which could circulate information across their customers’ preferred channels.
Many times when the information provided to agents is unsorted, that doesn’t help them to empower resolution delivery. And all this mismanaged information available in silos lead to poor first contact resolutions. Results? The customers won’t rate the services satisfactorily. Self-service software helps to arrange content in good quality and also enable it across digital channels to reach customers. Customers don’t have to find information here & there if they have it on their mediums of communication.
Lack of self-service management leads to plenty of problems including extra operational expenditure. The expanding quantity of queries cannot be handled by a minimum number of support agents; simply lead to more hiring. Also, training a large number of employees take extra time and effort with no proper management. Self-service helps support agents to address queries easily that is categorized and is present in a unified space. Customer service software with self-service capabilities eliminates the monotonous process of providing resolutions. The times when support agents deal with complex issues, they can find answers more briskly in the wide ocean of knowledge. Employees who are engaged while providing answers and also get results of their efforts become more productive. Means satisfied agents stick around longer; reduce the need to hire or train newer employees.
Artificial Intelligence is the mastermind of new-age technologies. Undoubtedly, it has the potential to enable self-service in enterprises. Automation of queries backed by AI solves many potential issues of the customers. Chatbot as self-service tool assists agents in reaching their solutions. The moment the customer seeks assistance from a bot enabled on an app or website, AI grants solution at that particular moment. FAQs backed with knowledge management software helps in making this possible by providing answers through a bot.
To conclude, customer self-service helps saving time and money by demystifying support services. Knowmax, as a customer service software collaborated with emerging technologies, make support services simpler and intuitive through self-service.