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Self Service Portal For Customer Experience

More than 50% of customers think it is better to solve issues themselves rather than rely on customer service.

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Everything you need to know about self service

What is self-service?

Self-service is the practice of serving oneself without the need for additional help. Common examples of self-service are using an ATM or a self-fueling service used in many countries. However, with the sudden boom of e-commerce and the growth of digital innovations, almost all digital companies are resorting to self-service solutions. 

With a broadened horizon in the present times, all kinds of industries rely on self-service applications and technology with the rise of Machine Learning and Artificial Intelligence. Great self-service comes with loads of advantages, adding new dimensions to what is possible when boosting customer experience

4 Benefits of Self Service

Self-service has become a necessity for organizations today. They can effectively carry a varied range of tasks quickly and don’t require human supervision. Customers widely rate self-service platforms highly because of the comfort they bring. Self-service also brings multiple benefits for organizations

1. Costs

 

Cost

Customers appreciate it when they can find answers to their problems on their own. This results in a low bandwidth for the support needed and decreases the overall expense. If a customer can solve a problem without needing in-person assistance, it’s bound to save costs for them.  

2. Promoting self-reliance

Self care

 

Ordinarily, customers are dependent on support agents for guidance and clarification. However, in a self-service, the customers can take control and look for solutions themselves before connecting to customer support services. Customers love and appreciate self-service as it eliminates human reliance and dependence.

3. Productivity

Productivity

 

With drastic reductions in repetitive queries, complaints, or client questions, the team can focus on more priority work. Productivity rates are bound to shoot up when customers are self-serving. Self-service also reduces time redundancy and offers quick resolution saving time for consumers. If a consumer can fix his laptop issues sitting from home without needing to submit it at a service center through a self-service platform, it could immensely boost productivity.

4. Boosting site traffic

site traffic

 

The site traffic is bound to increase as more customers start coming onboard and searching more and more on their queries. Customers also will keep coming back to refer to the knowledge base created, increasing the brand’s visibility! A customer would rather tend to visit a self-service platform and solve their problems more frequently than depend on in-person assistance. 

For self-service software to show its magic, the organization must use knowledge management systems. A solid knowledge base must be built to take the benefits of self-service. A Knowledge Base is a searchable directory built upon years and years of information and updates for different products or services. A knowledge base is a detailed directory containing every information, common complaints, doubts, or queries about the product/service. A good knowledge base is paramount to great self-service.

6 Types of self service

Today, self-service is implemented in countless ways; smartphones have become an essential self-service tool and have given corporations a great platform to experiment with the customer experience with greater accessibility and reach. 

Our Omnichannel Knowledge Management Platform, Knowmax offers self-service modules with great features to set up a support page, train chatbots, enhance in-app support to deflect volumes at a contact center. 6 benefits of using Knowmax.

1. Single Source Of Truth

Knowmax creates a single source of information and differentiates a service bringing omnichannel consistency. Being consistent and reliable builds trust in customers.

2. Fast access to information

Smart auto-tagging increases the discoverability of information and effectively reduces agent costs to index new information. It also provides faster and more accurate resolution.

3. Instant Actionable answers

Information presentation is developed with the idea of actively helping users. Knowmax delivers consistent and correct information on the first contact with faster navigation resulting in quick decisions.

4. Faster Onboarding & Learning

Knowmax allows onboarding advisors faster with efficient knowledge tools. Our use cases show effective agent assistance reduces average handle time by up to 20%.

5. Information to Knowledge

The layout and visual appeal of traditional office-style documents are transformed with Knowmax and you can convert your traditional information items to actionable answers.

6. Supercharging self-service

Knowmax offers accurate and improved chatbot interactions. It increases the first-time resolution and enables your chatbots to answer correctly every time.

Let’s go through some of the most common self-service tools we come across in our daily lives.

  a) Customer Self-service Portals

Self-service Portals

Customer self-service portals are an easy way to acknowledge customers’ requests and queries around the clock and offer solutions without involving a live agent. Customers can get answers to their questions and explore the knowledge base for further details during the non-operational hours. This also allows them to bypass the calling queue and get their answer from your end at their own time and pace.

Self-service portals significantly decrease customer service costs and wait times!

  b) Mobile

Mobile

Smartphones have become an essential part of our lives. A mobile app or mobile website can prove vital as a self-service tool. A user-friendly app offering a seamless customer service experience is appreciated by users worldwide regardless of its industry.

  c) Chatbots and AI

Chatbot and AI

Live chatbots offer a unique customer experience. With the help of AI and a sturdy Knowledge Base, chatbots can answer customer queries within seconds. They can also help customers by answering their questions, assisting them, and even helping them with bookings, sales, and cancellations. Chatbots are a great way to show care towards customers and CX.

  d) Kiosks

kiosks

A kiosk can be a perfect self-service system for short, specific tasks, such as creating a token, finding an item in a physical store, or checking the price. Self-checkout kiosks are also used to help customers with checkout and payment.

Self-service on different channels

The type of self-service varies according to the communication channels. The concept of self-service has been around for some time, and the exponential rise of AI has reduced the involvement of humans to the bare minimum; having said this, there’s still scope for immense growth, and we are only going to see unique ways of self-service. Let’s take a look at how self-service works on different channels as of today.

  • IVR systems

IVRs are a robust and influential self-service channel. They are used extensively for quick updates and information to customers like emergency notifications, account balances, outstanding amounts, booking confirmations, etc.

  • Knowledge Base

A thorough and well-designed Knowledge Base Software with comprehensive content significantly improves employee satisfaction.

It helps in reducing costs by resolving customer issues by providing a one-stop solution. A good Knowledge base for self-service is widely regarded as an excellent way to improve customer satisfaction.

  • Bots

Bots have grown leaps and bounds in self-service. They are interactive, programmable, and customizable to understand and respond to simple queries or perform minor tasks.

Bots significantly reduce support costs by handling these simple tasks and are available round the clock. With the rapid rise of machine learning and Artificial Intelligence, bots are being designed to handle complex tasks and situations. 

  • Blogs

Blogs are a tried and tested way to implement self-service. Blogs can help educate customers about a specific issue or topic.

Blogs can drive customer engagement while increasing SEO rankings.

  • Videos

More than 300 hours of content is uploaded to YouTube every minute. Effectively communicating to your customers through videos is a fun and engaging way to address customer queries and issues.

Self-service for mobile

Self-service for mobiles is transforming rapidly with the advent of smartphones. Companies are investing ever more in quality applications to help customers become more self-dependent and less reliant on support agents. 

The number of smartphone users is closing to 4 billion in 2021. The numbers are expected to have a steep rise in the coming years with better and distant technologies being invented. Self-service on Mobiles has seen a remarkable transformation. Where 15 years ago, one could have hardly imagined that it would be possible to shop, order food and transfer money on a cellphone.

From ordering food, booking reservation tables, booking flights, raising complaint tickets, and even buying a house are seamlessly possible with a smartphone today. Self-service through mobile is expected to get even better with continuously evolving Machine Learning and better bandwidth. 

Self-service on the website

Self-service websites have been around for a while now, but companies keep innovating and experimenting by adding unique customer experiences. The extensive use of chatbots now is an excellent example of it. There has also been a shift towards self-service on mobiles with an exponential rise in cell phone users worldwide.

Web self-services are commonly hosted on a company’s domain. They are implemented to tackle several tasks ranging from raising tickets, solving complaints/queries, and taking down appointments and bookings. Web self-services are not just limited to these tasks today but are also the backbone for smartphone self-services. They help host the cellular self-service apps, store customer data, and allow organizations to experiment with existing ways of self-services.

Knowledge base for self-service

Integrating a sturdy and well-defined Knowledge Base allows customers to solve their queries and common complaints quickly. With regularly updated and rich content, companies can ensure a high CX. Knowledge bases for self-services are growing in demand for the right reasons. They are convenient for both companies and customers. Knowledge base saves crucial resource time by deflecting repetitive queries from agents who can devote time to more priority tasks. They are effective in the long run and help organizations save a lot of resources and money.  

A great self-service for customers should be able to solve the majority of their concerns and queries. It should be built on a thorough knowledge base that is updated regularly with more information and clarity on existing problems and concerns. A well-built knowledge base could drastically reduce customer calls as the knowledge base becomes the primary source of the solution rather than the call support by support agents.

10 Customer self-service software

There is countless self-service software in the market today but let’s take a sneak peek into the most commonly used self-service software today.

 

1. Knowmax

Knowmax

Knowmax is an Omnichannel Knowledge Management Platform For Enterprises. It is an enterprise-grade knowledge management platform that helps in the findability of actionable information from an ever-increasing ocean of information.

 

2. Zendesk Support Suite

Zendesk_self_Service

The Zendesk Support Suite allows businesses to have natural conversations with customers without letting them feel what’s going on behind the scenes.

 

3. Zoho Desk

Zoho Self Service

Zoho Desk is a flexible, Cloud-based help desk support software with Contextual AI that allows companies to provide a quality support experience to customers.

 

4. Freshdesk

Freshworks self service

Freshdesk is a cloud-based customer service software that enables businesses of any size to deliver customer support.

 

5. LiveAgent

Live Agent Self Service

LiveAgent boasts of having the fastest chat widget on the market and is the most reviewed and #1 rated live chat software for SMB in 2021. They have companies like BMW, Yamaha, Huawei, and Oxford University onboard.

 

6. Intercom

intercom self service

Intercom is a Conversational Relationship Platform (CRP)to build better customer relationships through personalized, messenger-based experiences across the customer journey.

 

7. HubSpot Service Hub

Hubspot Selfservice

Service Hub brings all your customer service data and channels together in one place and helps scale companies support through automation and self-service.

 

8. Salesforce Service Cloud

Self Service Salesforce

Salesforce Service Cloud helps small businesses scale & grow while building loyalty with every customer interaction. It helps deliver a smarter, more personal customer experience on a flexible, complete service platform.

 

9. TeamSupport

Team Support Self Service

TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries.

 

10. Helpshift

Helpshift Selfservice

Helpshift is a mobile-first customer service platform. It delivers a great in-app help experience for many of the world’s top mobile apps and mobile games.

 

Top 10 Self service stats 2021

We could run out of stats to show the growth and importance of self-service but here are ten stats you must be aware of:

  1. 91% of customers use Google search before contacting a live support agent.
  2. A chatbot could potentially answer 80% of routine questions.
  3. The global knowledge management software market is expected to grow to $33 billion by 2033
  4.  40% of customers contact a call center after first looking for answers to their questions via self-service.
  5. Self-service usage increased from 67% in 2012 to 76% in 2014.
  6. By adding self-service, a typical utility could see $1-3 million in annual savings.
  7. 70% of customers prefer to use a company’s website to answer their questions rather than use phone or email.
  8. Web self-service can reduce costs by as much as $11 per call!
  9. By 2030, Gartner estimates that a billion service tickets will be raised automatically by customer-owned bots.
  10. In 2019, 25% of all customer interactions were automated through AI and machine learning. With 90% of companies now planning to deploy AI within three years, this number is expected to grow to 40% by 2023.

Conclusion

Self-service is a great way to automate customer service and experience. It dramatically reduces the workload of the support teams and allows them to be more productive on essential tasks and tickets. There are so many ways to implement self-service, but like we saw, implementing a good Knowledge Base System could truly enhance and reform a self-service system. We already saw how high the numbers speak about the growing influence of self-service. It is here to stay and will only keep growing in the coming years. 

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