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The Value of Self-Service
Self-service options are becoming increasingly popular among customers because they offer a faster and more convenient way to find solutions to their issues. Rather than having to call and wait on hold, customers can use the resources provided by your company to find answers to their questions at their own pace. This not only benefits the customer, but also your customer service team, as it frees them up to focus on more complex or unique issues and reduces the strain on incoming request queues. As a result, customers with more pressing problems can receive the timely attention they need.
75%
of consumers listed "fast resolution times" as their most important attribute of customer support
With customers online more than ever, companies are adding more self-service options to reduce ticket volume and meet customer demand for always-on support. Here are a few examples of customer self-service options your execution partners at Smoothen can help you with:
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FAQ Page
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Knowledge base or help center
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Community forum
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AI-powered chat and messaging
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Automated call center
Reduce customer friction
Your busy customers are ready and willing to solve problems on their own. The more you empower them to do so, the more satisfied they’ll be with their experience with your brand. It’s vital that you maximize opportunities for your customers to get their own answers without live agents. An omnichannel, iterative approach will help you consistently improve your self-service channel
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Gives customers faster access to the answers and information they need.
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Allows customers to control their experience by making changes without needing to call or email. For example, a bank might let their customers change their daily withdrawal limit online.
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Offers a clear path to contact a live customer support team when necessary.
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Frees up customer service staff to answer more complex questions and have more meaningful interactions.
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Forces customers to do work that would be much more quickly or easily done by the company.
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Has customers performing tasks that are workarounds for problems in the product or processes of the company.
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Uses complicated or frustrating technology.
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Prevents customers from getting human help when they need it.
