Self-service is a win-win for rapidly-growing (and exceedingly busy) businesses, pleasing the majority of customers while at the same time providing an efficient, always-available support medium for customer service teams. Empowering customers to solve problems and answer their own questions means less work for support teams, and overall more satisfied consumers!
Don’t believe us? Here are some statistics about customer support self-service from our friends at Desk.com:
- 72% of people think that self-service support is a fast and easy way to handle support issues
- 40% of customers place a call after already looking for support or answers themselves
- 91% of customers would regularly utilize an online, self-service support center if it was tailored to their needs
Your business doesn’t have to get swept up by the new wave of customer service; get your support team up-and-running with self-service support options with these 3 steps.
1. Bulk Up Your Knowledge Base & FAQ
It all starts with your FAQ and knowledge base of information — 56% of customers cite a lack of information as their reason for abandoning a website, so it’s critical to make sure that the content in your support center is totally user-relevant, helpful and currently up-to-date. Revisit and revamp knowledge base articles, FAQ answers and other support-related content on your site on a regular basis (quarterly or even monthly), to provide your customers with the most important, accessible information possible; both your customers and your team members will certainly thank you for your proactive customer care!
2. Implement Interactive Troubleshooters
It’s pretty amazing that in today’s world, you can easily provide 24/7 access to support without doling out for any extra staff members. Creating and integrating interactive, customer support troubleshooters makes it easy to help your customers even when no one is there for a one-on-one. Additionally, Zingtree decision trees make it possible to quickly gather customer background information in case a support ticket is submitted, so you have all of the key information you need in one place.
Pairing your existing knowledge base with interactive decision trees is the best way to cover every base where support is concerned, and simplifies the process of finding real solutions. In fact, organizations that use these decision tree troubleshooters have spent an average of 20% less on support costs overall.
3. Reach Out, and Be Easy to Reach Out To
When a customer is having a major issue, or really just prefers a good old fashioned human interaction, it’s always a good idea to provide a way to get in contact with a real live person. Make it as simple as possible to reach out to your support staff, sales team, or anyone else who could help out – having this kind of clear pathway laid out on your website can mean the difference between a super happy customer, and one that is completely stressed out by your online presence.
Better yet is the idea of reaching out to your customers before they have the chance to have a problematic situation occur; this makes people feel at ease whenever something does inevitably come up, and sets a positive tone for any future communications.