78% of Americans report that they can find the information they need in self-service portals. It’s so easy, anyone can do it. Anyone can use it and anyone can implement it on their website. Web self-service is taking over, and customers are all for it.
Web self-service is any customer service platform that allows customers to find answers and solve problems on their own. It is fast, flexible, and gives customers the freedom they desire when browsing online. It is beneficial to both customers and businesses because it:
Customers want answers now, and web self-service makes that happen.
There are endless possibilities for support on a website. Whether or not you think you need it, it will benefit you greatly in many ways. These 5 tricks for web self-service will show you what is really possible for customer support on your site.
With self-service, it should be easy to find and utilize any help tool.
Accessibility for your self-service means meeting customers where they might have friction. Find a place on your site where users can get confused or where they may be searching for an answer about a product or service. Then include fast, accessible help right there on your website. This could be a URL to a knowledge base or physical manual, a URL to an FAQ page, or offering knowledge base article links within product emails.
Your self-service help should work on any device. No matter what your customers use, they should be able to access the help made available by you.
Your search function should go through your entire database of help articles. You need to make sure that every resource is available to users so that they can find what they are looking for quickly.
Users are impatient, so the search should be really fast. It also needs to be quick so that users don’t get bored or give up before finding what they need. Speed also helps more customers convert.
If it fails, you need a human fallback option. Provide a contact form or email on the page so that customers can easily contact you if they don’t find what they need.
Customers use self-service to help themselves. They want to do it on their own without any intervention. But if they don’t get the help they need, you need to fix their issue. Updating the page according to customer feedback will help to prevent other users from having the same issues.
The secret to good web self-service is knowing when it needs to be improved. If you just put up a portal without iterating or updating, it will help less customers. If this perpetuates, your customers will believe that you provide bad customer service.
It should be easy for you to manage your help articles. If it is difficult for you, it will in turn be difficult for the customer as well. You should also be able to easily review and act on the feedback given by customers. Don’t make it complicated for you or your customers. Make sure notifications and integrations are available, and keep complications to a minimum.
Having data on how your page is performing will help you to improve it and allow you to make updates when necessary. With artificial intelligence, you can collect search insights on what users need the most help on and make recommendations for future users. That way you don’t have to do any extra work to update, just let the data do the talking.
You can measure which articles are performing best based on views and article NPS scores. This helps you stay updated on your content and allows you to have confidence in the system you are using.
Customers are expecting to help themselves, but they don’t want to feel alone. Artificial intelligence brings an added interaction to the table that allows customers to feel heard. That way their expectations are met and they aren’t just combing through what your company thinks they want to see.
All customer service channels are important, but if you can get web self-service right, it could eliminate the need for any others almost entirely.
Every fast and accurate help article reduces incoming support request emails and the overhead managing support. When your customers are finding the help they need, they don’t need to contact you. If they don’t contact you, you won’t have an overflowing inbox.
Web self-service saves time for both the customer and the business.
They can do it themselves. They don’t need you. They can follow a smooth path that you have paved the way for, and it is quick and easy. The smooth process allows the customer to have an all-around greater experience. They are not hindered by any obstacles.
Web self-service is very affordable. With all these superpowers, you won’t have to worry about paying for extra services or customer support representatives.
There are many different self-service systems that can be implemented on your website. You want something that covers all the bases and is affordable. Not many services contain every superpower mentioned above, but knowledge base systems do the best job of collecting everything you need. Self-service can be tricky business, so make sure you implement something that will take care of everything for you. You don’t want to be doing all the extra work that you would have without a self-service AND the work of keeping the self-service updated.
A knowledge base is a self-service library of information that your customers can access to find information about your business or product. Customers and employees alike can take matters into their own hands by searching for information on anything they’d like.
Some knowledge bases, like ChipBot, embed the knowledge base within the website. This saves time the user might spend on trying to find help and reduces tech overhead in hosting. ChipBot provides helpful articles and listens to where users are getting stuck on your website. Customers can get easy access to information and don’t have to deal with a representative. Knowledge bases include:
Knowledge bases are affordable, and sometimes even free. Implementing a knowledge base as web self-service adds a sixth superpower to the list.
Unlock all the superpowers of web self-service by installing ChipBot on your site.