Customer Service Management

Could Self-Service Be the Best CS Channel for Your CX?

As the old saying goes, time is money. One of the best ways to deliver an effective customer experience is to recognize that your customers’ time is money—and have solutions in place that address that fact.

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Microsoft’s “State of Global Customer Service Report” found that 74% of consumers have used a self-service support portal. If your company hasn’t explored what role self-service solutions will have in its customer service mix, it is missing a critical opportunity to deliver a winning customer experience. Let’s take a look at what’s driving the demand for self-service options and how companies can use them to their advantage.

Self-Service Benefits Customers and Companies

The emergence of self-service solutions has become much more common as busy customers try to find ways to get more done without interrupting their day. Whether receiving text support for a tech problem or checking the status of a purchase online, self-service solutions offer complete flexibility in terms of timing, channel, and contacts for receiving support. These solutions save companies money and time and provide customers with a totally personalized experience.

It Simplifies Customer Effort Scores

A new key performance indicator (KPI) that’s emerging in the business landscape is the customer effort score. If you haven’t heard about customer effort scores yet, they’re a way to quantify how difficult it is to find the information or get the support a customer needs. When you have self-service options available, some type of support is available to customers 24/7. As a result, they are more likely to easily find what they need—and lowering your customer effort scores helps your customer experience more closely align with what your audience cares about.

Streamline the Self-Service Experience

Remember that self-service solutions are part of your customer experience. They will deliver the most returns on investment when you take the time to optimize them. Streamline the experience, and make sure it’s compatible with a range of devices so your customers can quickly identify the right channel for finding the information or service they need.

Today’s customers want the ability to find the information they need quickly and efficiently. In some cases, self-service can be the best option. By optimizing this experience and using KPIs such as the customer effort score to measure success, self-service solutions can become an important asset in the battle to win customer loyalty.