Posts Tagged ‘customer self-service’

Pro Tips to Have a Better Customer Self-Service Portal

Posted on: April 26th, 2019 by dorarapcsak No Comments

With consumer behavior developing as it is, customers need answers quickly, demand personalized support experience, and are willing to solve their issues themselves.

That’s why, every year, customer self-service is getting more and more popular. Setting up a self-service portal is a major step towards a fully modernized customer service. But as we know, there’s always room for improvement.

So, here are some handy tips and tricks to have a better customer self-service portal. Check them out and step up your game!

Highlight the most frequent questions

A customer self-service portal needs to contain all the information your customers might possibly look for. Of course, the more information the easier it is to get lost.  

Your customers, however, should be able to quickly find the answers to their questions in your customer self-service portal, without looking too hard. So, why not add an FAQ section to your portal?

An FAQ has two major benefits: on one hand, it saves the customers time and effort, which they’ll most probably appreciate. On the other hand, it saves time and effort for your agents as well.

Add visuals to your customer self-service portal

Images and videos can deliver a message much faster than any other way, so it’s no surprise that visual content has started to dominate our lives.

Would you rather watch a 3-minute video or read a 6-page long support material? Most customers would go for the first option! As such, make sure to add visual elements to your customer self-service portal in order to help customers better understand your support material.

By creating screenshots and how-to videos, for example, you can walk your customers through important issues, while conveying instructions in a straightforward and easy-to-understand way.

Make it easy to access a live agent

When setting up a customer self-service portal, one major goal is to reduce call volumes by allowing customers to perform routine tasks without interacting with a call center agent.

But even if you have the most comprehensive self-service portal, your customers might get stuck and need to talk to a live agent at a certain point. And since they have already spent some time trying to solve their issue, they will want to be transferred to a live agent as soon as possible without any hassle.

Therefore, in order to sustain high customer satisfaction, you’ll need to make it easy for your customers to move from self-service to live agent-assisted service. Implementing, a one-click solution, for example, that takes customers directly to a live agent can be a great way of transferring to assisted service.

Assess Your Self-Service Portal – and Improve

So, you finally finished building your customer self-service portal. However, the job isn’t over. Once your customers start to use it, it’s essential that you continue to keep an eye on it.  

These days, data is everywhere, you just need to make good use of it. So, after you set up your self-service portal, make sure to start measuring its effectiveness. Amongst other things, a reduced call volume will indicate that you successfully managed to ease up your customer service lines by directing some of your customers to your self-service portal.

Last but not least, don’t forget to ask customers for feedback. After all, it is they who use your self-service portal in the first place.

3 Tips to Creating an FAQ Section (That Actually Works)

Posted on: December 12th, 2018 by Péter Krisán No Comments

With consumer behavior developing as it is, customers are willing to look for their answers themselves. In my previous article, I already talked about the importance of self-service portals. Now, it’s time to talk about FAQs.

If you decided to set up an FAQ section on your website, you might just be wondering how challenging this task is.

It is often said that designing an FAQ (Frequently Asked Questions) site is very difficult, but in reality, perhaps it’s not as tricky as you think. Because after all, an FAQ section only needs to accomplish what its name suggests: answering questions that are frequently asked.

Without further ado, let’s see the basic steps to building an FAQ section that delivers its promises. And I promise you, it’s not rocket science.

Step 1 — Do Your Research!

Undoubtedly, the number one reason you will be considering developing an FAQ page is because you need to answer customer questions you hear the most.

But have you thought about answering questions that were never asked? Chances are you will be able to answer some questions before they are even asked. And it will help fill your new FAQ site with relevant content.

In a nutshell: Add questions your customers asked. But also add questions you think customers might ask. Do the latter with caution: you don’t want it to make too obvious.

Step 2 — Establish a Neatly-Organized Structure

What do your visitors want to achieve? To find answers as soon as possible. So don’t let visitors get lost in endless number of questions. Make sure the content is well organized, so it’s easy to scan and navigate.

Divide questions into sections based on their topics, and be generic when phrasing the questions. You might also want to use a fair amount of relevant keywords and implement a nifty search bar.

In a nutshell: Ensure that finding the relevant information is a piece of cake for your customers.

Step 3 — Make the FAQ Section Concise & Aesthetically Pleasing

Some say that content is more important than design, but I believe in balancing form and function. We simply cannot ignore the fact that humans are hard-coded to instinctively respond to beauty.

So make sure you page has a design that people will enjoy looking at, while still maintaining a look and feel that fits your company identity. And if your business has a unique communication style, the language and tone of the text should reflect that.

In a nutshell: Come up with a design that is visually pleasing, with an overall look and feel (including texts) that blends seamlessly into your company’s vibe.

Is an FAQ Worth The Effort?

Without digging too much into scientific explanations, I may have found some evidence suggesting that an FAQ is good for your website: just about every business website has an FAQ section.

And it’s with good reason: an effectively-designed FAQ page helps reduce the need for your support team to handle repetitive questions, while also increasing website visibility and enriching user experience.

One thing to keep in mind, though: developing an FAQ section is not a “set it and forget it” project. It must be continuously improved and maintained, because as I always say: misleading information is worse than no information at all.

How to Increase Revenue With Customer Self-Service

Posted on: November 15th, 2018 by dorarapcsak No Comments

Customer self-service is a new support channel that everyone is trying to get their hands on. That’s no surprise, as it can not only create happy customers but also help reduce costs and increase revenue.

Self-service is a form of customer support that allows customers to perform routine tasks without interacting with a call center agent. Needless to say, customers quickly embraced the idea.

There’s no doubt that customer self-service is shaping the future of call centers. In this article, we’ll discuss how you can increase your own call center’s revenue by leveraging the advantages of this new technology.

Reduced labor cost

As we all know, labor is the single biggest cost for any call center. Saving costs by reducing staff numbers, however, is a gamble that is not worth taking, as during peak times it may actually end up costing you more in terms of poor service. Luckily, customer self-service provides an ideal solution for reducing call center labor costs without risking the quality of your customer service.

The cost benefits of customer self-service are obvious: if your customers can solve their problems on their own, that will result in significantly reduced customer service call volumes, and so substantially reduce the amount of support needed. As such, a smaller team of call center agents will be able to take care of remaining customer calls.

In addition, customers who use self-service tools to help themselves also cost less for businesses to support, with self-service portals, mobile apps and FAQ pages being cheaper to operate than live agent assistance.

Customer self-service helps cross- and up-sell

Strange as it sounds, sales figures can also be greatly increased via customer self-service. In particular, self-service solutions empower companies with the opportunity to target customers with cross- and up-sell offers.

While it requires significant resources and time to train agents on cross- and up-selling techniques, in contrast, self-service platforms can keep a record of products or services purchased, and make offers based on customers’ purchase history.

For example, a telco provider’s self-service portal can provide the perfect opportunity to offer customers a targeted upgrade offer on their subscription.

Or, when customers revisit your webshop’s FAQ page, you can send them items suggestions based on their previous choices.

Happy customers spend more

In our fast-changing world, time is money, both for customers and companies. It’s hard to imagine now but, only a few years ago, the only option for resolving even the simplest tasks was for customers to call the relevant customer service team. These days, however, customers prefer to solve their problems themselves, rather than spending the time calling customer service lines and being put on hold. And again, by setting up a self-service portal, the most frequent issues and questions can be addressed online, without customers having to contact a live agent.

What’s more, customers are willing to pay for better customer experience. Therefore, while making the investment in customer self-service technology may seem costly, you will be able to win back (and more) these costs through adding premiums to your product prices. And, by providing them with information quickly and efficiently will definitely improve overall customer experience, and help turn new customers into returning customers. 

One thing is certain, acquiring a new customer is much more expensive than retaining an existing one. However, by stepping up your customer service and making customer experience simple and fast through self-service, it has been proven that customers will return to a business, time and time again. In fact, according to research conducted by the Aberdeen Group, self-service users retain 68% more of their customers year-on-year, compared to non-users. Convinced yet?

Sum up

Advanced technology solutions and ever-higher customer expectations are driving major changes in customer service. Amongst other things, call centers need to understand the importance of giving customers the ability to resolve their own issues. Make sure you also leverage customer self-service, because success is sure to follow.