Today, as industries are more bend towards technology-driven functioning, self-service is also emerging as a prime factor among many.
Even though customers opt for proactive support services, most of them still prefer using self-service mediums over any other support methods. This, on the other hand, helps reduce support costs for businesses.
The reason behind this evolution is the technology-enabled era of digitized knowledge transparency for a better experience.
A report emphasizing the latest technology trends reveals that self-service is the customers’ first choice; 70% of customers expect a company’s website to include a self-service application.
The end goal for enterprises is to achieve solutions that improvise the support services they offer. The obstacles that support professionals face would arise due to a 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 the greatest tool to implement operations, how can it save enterprises time, reduce support costs, and manage support services while favoring self-service functions? Let’s figure it out:
How does a self-service knowledge base help in reducing support costs?
1. Reduces ticket volume by deflecting customers to self-service portals
Support query tickets are a crucial aspect of customer support agents. Customers want every service on the go and like to seek answers before contacting support services.
To make this possible, customer support software can be optimized on a company’s website or app. 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 helps customers to get solutions through FAQs and one-page Articles per their device parameters. Enterprises can avail of such solutions, which could circulate information across their customers’ preferred channels.
2. Stabilizes knowledge productivity
When the information provided to agents is often unsorted, it doesn’t help them 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 arrange content in good quality and enables it to go across digital channels to reach customers. Customers don’t have to find information here & there if they have it on their communication mediums.
3. Reduces agent burnout
Lack of self-service management leads to problems, including extra operational expenditure. A minimum number of support agents cannot handle the expanding number of queries, leading to burnout.
Customer service software with self-service capabilities eliminates the monotonous process of providing resolutions. Support agents can find answers more briskly in the wide ocean of knowledge when they deal with complex issues.
Employees who are engaged while providing answers and also get results from their efforts become more productive. This means satisfied agents stick around longer, reducing the need to hire or train newer employees.
4. AI self-service
Artificial Intelligence is the mastermind of new-age technologies. Undoubtedly, it has the potential to enable self-service in enterprises and reduce their support costs.
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 a solution at that particular moment. FAQs backed with knowledge management software help make this possible by providing answers through a bot.
Customer self-service helps save time and reduce support costs by demystifying support services.
Knowmax, as a customer service software, collaborated with emerging technologies to make support services simpler and more intuitive through self-service.