High performing companies are now looking at different internal processes and operations to improve productivity and service quality with the use of technology. This is mostly driven by the growing expectations from the consumers that are used to the on-demand service concept that almost all needs can be met upon request. Soon, the self-service solution will change from something that is “good to have” to a “must have” for most companies.
According to a survey done by Gartner, it is reported that almost 71% of consumers prefer to resolve their issues without the need to contact customer service. Especially for the younger generations, namely the Millennials and the Gen Z, who mostly grew up using smart devices and are used to learning and getting information they need from the internet. In a different study, the younger generation also identified that “not being able to find the information I need online” as one of the most frustrating aspects of a bad customer experience. Companies that are aware of the trend have started to prioritize the needs of the younger generations as they will become their main customers in the near future.
WHY SELF-SERVICE SOLUTION?
One of the key reasons self-service solution is preferred over the conventional method is because it is always available upon request with a faster response time. Many of us have experienced the frustration of waiting for the next available customer service agent to answer the call or to reply to our enquiry just to solve a simple problem. With self-service solution available, customers can always look for the information they need to solve the problem. Self-service solution does not always require company to invest in new technology, it can be as simple as keeping the Frequently Asked Questions (FAQs) section updated consistently and improving the knowledge resources on the website. The information or knowledge resources can be video-based or just written articles that provide sufficient information about common problems that most customers are facing.
The rapid advancement in technology has enabled companies to improve their self-service solution experience for the customers. Virtual assistant or chatbot that is driven by artificial intelligence can easily help organizations achieve a very high degree of self-service automation to guide the customers to overcome complicated problems. By leveraging advanced Natural Language Processing (NLP) and Natural Language Understanding (NLU) technologies, the virtual assistant can seamlessly recognize the intent of the customer and provide the accurate solution or information.
Self-service solution can also benefit companies in many ways. One of the key benefits is that it can serve many customers at the same time. Companies that rely 100% on human labour to provide customer service will not be able to deliver their services to all customers promptly. But when it comes to self-service solution, resources are available 24/7 for all the customers. By utilizing self-service solution, customer service agents can save valuable time and allow them to serve more customers and prioritize services with higher level of complexity.
A SATISFIED CUSTOMER IS THE BEST BUSINESS STRATEGY OF ALL
The lack of self-service option in today’s business environment can lead to dissatisfaction among customers especially when their needs cannot be met upon request. As a famous quote by Michael Leboeuf says “a satisfied customer is the best business strategy of all,” thus we highly advise companies to start exploring self-service solution as an option to better serve their customers.
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