Customer Self-Service and Its Value in the Digital Age

Customer Self-Service and Its Value
Customer Self-Service and Its Value

In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Aside from this, it is quite potent as a tool of reducing your company’s overhead, providing significant time-efficiency as well as allowing your customers to solve some of their issues on their own. Here are some examples.

1. Lower overhead costs

The greatest advantage of customer self-service is probably the fact that the self-checkout devices provide a much lower overhead than actual cashiers or operators. Sure, acquiring these machines is not cheap, yet, over the course of time, they are bound to save you a small fortune. >>>

FAQ Page for Customer Self Service: How to Choose the Questions to Cover

FAQ page for self service
FAQ page for self service

More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves. By creating a page for customer self service with most frequently asked questions and answers to them you will not only empower your online shoppers to find information they need in your support portal, but will also cut down on customer service costs. Here are the most important benefits of a FAQ page:

  • Assist your customers proactively by anticipating their needs before they have to ask for help
  • Cut down on customer service costs and save time of your customer service team
  • Offer your customers a portal where they can find not only answers to their questions but also read more about your company
  • Your FAQ page can be a valuable SEO and PPC asset
  • Educate your customers on the topic related to your business

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