Some people think that self-service is just adding an FAQ or a product information page on their website. In reality, a true self-service solution can significantly alter not only the way customers communicate with you, but also how you communicate internally. Here are 5 cool things you didn’t know about customer self-service solutions and, more importantly, why you should implement these solutions to improve the customer experience.
In the current era of technology, it seems like everyone has an internet connection in their pocket or purse. Not only do they use this connection to look at social media with their morning coffee, they also use it to get answers to any questions they may have for business.
Let’s imagine for a second that you just launched the first ever self-service site for your company. You had enough of simple requests bogging down your agents as they piled into the ticket queue. After working through the weekend, there’s now enough content on the self-service site that you feel comfortable having customers use it. But… something’s missing and you can’t figure out what it is. A few weeks later, you look at your analytics and you see customers are visiting the site, but they aren’t staying for long.