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The Significance of Customer Self Service in the Digital Age

Customers in general arenu2019t the bedrock of your business u2013 but **happy customers** are. They stay with you longer and bring profitable opportunities.

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The Significance of Customer Self Service in the Digital Age

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  1. The Significance of Customer Self Service in the DigitalAge Customersaren’tthebedrockofyourbusiness. But “Happy Customers”are. Theystaylongerwith opportunities. youandbringprofitable Your marketing should focus majorly on delighting your customers. Itattractsnewcustomerswhokeepbuyingyour sales@crmjetty.com

  2. products/services again, and most importantly they spread thewordthroughreferralsandsocialmedia. Looking at these marketing statistics, the major expectation of customers from any business is getting a quicker responsetotheirqueriesandquestions. Hence, fast response rate remains at the helm for curated customerexperience. More about customerself-service But being able to answer all the queries may seem like a daunting task at times. That’s why formulating a one-stop destination that solves all the queries and problems of the customers is important. It can be in the form of a knowledge-base, FAQs, online discussion forums, or a self-service customerportal. In fact, 70% of customers now expect a self-service application from abusiness. Customers’expectations Zendesk published an infographic highlighting the results from a global consumer survey focusing on self-service options.Herearesomeofthem: sales@crmjetty.com

  3. 75% of survey respondents said self service is a convenientwaytoaddresscustomerserviceissues • 67%ofrespondentssaidtheypreferredselfservice overspeakingtoacompanyrepresentative • 91% of respondents said they would use an online knowledge-baseifitwereavailableandtailoredtotheir needs • Thetakeaway? • Customers want frictionless experience in finding their answers. • Whenyouempowercustomerswiththetoolsandresources to solve issues on their own, they feel liberated. Hosting a Suite CRM customer portalwill include key assets you want toprovide. • Forexample, • FAQs: This is the collection of obvious questions and queriestoyourproductorservice.Theyareavailablein an easily digestibleformat. • Knowledge-base: A database of useful information, usuallypartofyourCRMthatyoucanpresentthrough theportal. sales@crmjetty.com

  4. Interactive Voice Recognition Assistant: Customers interact with an automated voice system tailored to answer theirqueries. • How Self Service provides costsavings? • When a business makes it difficult to find answers, or contact an agent, users may feel unwanted. Whereas, the always-on, 24/7 nature of self-service will enable users to receive support anytime and not just during company’s working hours. This reduces the need for a 24/7 support center. • When you provide the resources, it portrays that you are willing to help by going the extra mile. You shouldempower yourusersandnotjust collecttheircapitalandforgetabout them. Providing self-service customer support eliminates the need for hiring new agents. And your existing ones can focus on more important tasks. This results in a substantial number of agents requiring training as well. Hence, it adds up to your savings indirectly. A study by Forrester Research and Oracle, says that customer support options can reduce thecostofinteractionasmuchas$11percall. • Self Service Doesn’t Mean Getting Settled • Assuming that your self-service options can set you free from that role is not the right wayto look at this solution. sales@crmjetty.com

  5. Because outdated self-service support can also ruin brandreputation. your Keep Up with theChange When your products or services evolve and grow, your self-service options also need to have that updated information. Whenever your product or solution gets an update, be sure to make the changes in your self-service database as well. Otherwise, the information will grow stale anduselessafteracertaintime. Moderate your CommunityForums Via community forums, customers can come together and discuss things and solve issues. This platform can be useful foruserswhohaveveryspecificorobscureissues,thatthey werenotabletosolvebyknowledgebaseorFAQs.Whenyou moderate forums, make sure that you removeinappropriate or unrelated submissions, recognize common issues and updatedatabaseswiththefreshinformation. The BottomLine Providing an omnichannel and connected experience is importantastheirexpectationsaregettinghigher.Themost importantaspectisthatthecustomerswantthesupportbut theywantitwithoutanyhurdles. sales@crmjetty.com

  6. When you adopt self-service tools like SuiteCRM customer portal make sure you are enabling your customers to solve their issues that too without any efforts. Today, when customerexperienceisacriticalaspecttogetyourbusiness widespread in the market, it is important to empower your customers with information and resources they will be needing on adaily basis. Source: https://store.suitecrm.com/blog/the-significance-of-custo mer-selfservice-in-the-digital-age sales@crmjetty.com

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