Conversational Analytics / 02.06.2020

Self-Service Best Practices in Customer Support

Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” Well, this statement rings truer in today’s scenario than ever before. Customers are today more demanding than ever, and they want to solve their issues on the fly and get information on the move. Keeping up with such a challenge might seem a tough nut to crack with just human agents in your contact centers. That is where self-service comes into the picture. Did you know that getting self-service right has a big impact on your Net Promoter Score too?

Your contact center might provide customer support around the clock but even that falls short of customer expectations in today’s circumstances. There are chances that your customers might have to wait for a long time just to connect with your agents or the query resolution might take an unusually long time. All this means you are losing out on the opportunity to service your customers at par with the best in the world.

3 tips to getting self-service right

#1. Understand customer support tickets better

Your customers are calling you around the clock. But did you ever take the time to understand what exactly they are calling for? Now would be a good time to pore over your customer support tickets. Find out the most important reasons they are calling, when they are calling, why they are calling, and so on. You could then add these issues in your FAQs or even better, create a short video or a tutorial on that. This can go a long way in helping your customers help themselves. Now this is a great self-service option and your customers could not be happier.

Artificial Intelligence and Natural Language Processing (NLP) engines like Uniphore’s Conversational Service Automation can help you a great deal in this matter by parsing through your support tickets, categorizing them, prioritizing them as per urgency and customer needs, thus helping you gather more insights from customer support tickets.

#2. Make self-service a priority across channels

Your customer support might straddle across multiple channels and so should your self-service options. You might have a great self-help video on a pressing customer problem but maybe the customer is not able to view it due to bandwidth issues. That is when a blog on the same topic comes in handy. Also, when you need to explain complex technical stuff, different people absorb knowledge in different ways. Some may want an infographic or a video or a tutorial or even interactive content like an intelligent chatbot for that matter. Ensure that you don’t have a hole anywhere in your self-service effort.

#3. Facilitate users looking to help each other

Who better to help your customers than those who have already benefited from your excellent customer service, right? Well, there are numerous online forums, chat rooms, social media groups, instant messaging platforms and other avenues which you can leverage to provide self-service to your customers. All you got to do is provide a place for such kinds of discussions and let your customers know where to find them.

The best part of such a supporting community of customers is that wrong solutions can easily be flagged and even rectified by other proactive and helping customers. Your agents or experts can anytime step in whenever you feel the customers are not getting enough help or are not guided properly by this community.

All this again helps you to improve your customer support on other channels thanks to an army of your loyal customers working together to resolve issues faced by your other customers. Remember, a fresh eye never hurts!

Get in touch with Uniphore to learn more about how to deploy self-service options in customer support.