Web self- service is a type of electronic support, which allows the customers and agents to access information. It enables them to perform tasks over the internet, without any other interference from another agent in a customer support center.
Web self-service systems employed for implementing this service provide a way to balance these competing demands while enhancing the customer experience. Such a system puts the customer in control, allowing them to ask questions, in their own words, and receive fast, consistent and accurate answers. In instances where customer service departments are battling with increasing volumes of interactions and static budgets, web self-service delivers real benefits that can boost customer satisfaction, while balancing costs.
These highly efficacious systems may be deployed on a company website, Facebook page or even to customer support agents. They help deliver benefits in a number of ways:
Help deeply understand customers’ needs:
Web self-service systems contain built-in analytics that enables you to see questions that customers are asking. They also tell you where exactly they are in the buying process. This information when analyzed helps uncover and fix any issues in the customer journey. Moreover, it lets you know if there is any potential market for you to target through instances where customers ask for particular products or services that you don’t currently offer.
Provide exceptional customer service:
Researchers have proved that the attention span of online visitors is very short. These days people buying online want fast, accurate answers to their questions, on their channel of choice. They do not wish to pick up the phone or send an email if they have a simple query. This is where web self-service steps into the scene to rescue you. Offering easily accessible web self-service options on your website enables them to get instant answers. This further helps them continue the customer journey without interruption. Moreover, web self-service operates around the clock. So, the customers do not have to wait for long intervals to get their queries resolved.
Deflate the cost incurred on customer service:
Web self-service systems are highly efficacious as they reduce the number of calls and emails a company contact center receives. The reason behind being that the basic questions are dealt with without any involvement of agents. Thus, having a question answered through self-service has a negligible cost.
Improve agent experience:
Web self-service systems allow agents to focus on more complex queries, where they can use their skills to solve complex customer problems and add value to the experience. They enable the agents to make a difference by helping customers, rather than simply responding with the regular information.
As a matter of fact, providing an incorrect or inconsistent answer to a customer, whether by email or on the phone, can have negative consequences. It annoys customers and boosts the costs as they need to re-contact to confirm that the information is correct. Web self-service systems avoid the inaccuracy of information provided to the customers, by providing a consistent response through a company’s website, without them even needing to email or call. Moreover, this knowledge base helps ensure that all the agents always have access to the latest information when interacting with customers.
Reduces customer churn:
Customers may have a number of questions during the buying process. The moment a query arises, they have two choices. They can either persevere and find the information they need from a company, or, can just give up and move to a competitor, without contacting you at all. This leads to customer churn and lost revenue. Providing a web self- service on your website can help customers get the answers they need quickly and easily. This further boosts sales and leads to a growth in revenue. Moreover, it also increases loyalty.
That’s how a web self-service sorts the thins out and help win the customers for life. Ready to be the favorite of your customers?