Improve Customer Experience with these 4 Self-Service Tips
Did you know that two-thirds of customers say the most important thing a company can do to provide good service is to value their time? Bringing the in-person experience to the digital journey makes it possible to meet your customers’ expectations.
You can deliver exceptional self-service experiences with a focus on digital channels. As the COVID-19 pandemic continues to shape the digital customers of the future, easy and effective self-service can save them time, stress, and aggravation.
GoMoxie’s SVP of Products, Nikhil Govindaraj, recently shared why self-service can be the best experience a customer can have in a Forbes Tech Council article titled, “Today’s Self-Service Is About Empowerment — Not Compromise”.
“Digital consumers want to get things done quickly and easily. Whether they’re purchasing a product, applying for a loan or checking their health insurance coverage, their ideal experience is one in which they get the information they need, when they need it, to make the right choice and get clear next steps. The last thing they want is to tie up a morning or afternoon in a phone queue,” he said.
Companies spend millions of dollars each year driving traffic to their sites, but only 29% invest in the next step: customer engagement. By anticipating your customers’ needs, you can empower them with relevant information and guide them through a successful journey.
In the past, self-service experiences forced customers to take on tasks like searching for information, comparing options, navigating processes for applications and purchases, and more. Those tasks can leave your customers feeling frustrated and your representatives buried in inquiries.
Instead, win customer loyalty by removing friction with effective, proactive communication that offers answers before your customers need to ask for them.
Here’s how your business can help digital consumers help themselves:
1. Start With What You Know
Once your business embraces our “new normal”, making the change to self-service is relatively simple. Govindaraj shared a couple of tips to get started: “You can find low-hanging fruit by asking agents the top 10 types of calls they get in the contact center. Ask your web analytics teams the top abandonment and drop points in your website and mobile experiences.”
2. Introduce Proactive Digital Guidance
Once you know where assistance will be most useful, offer relevant information with proactive digital guidance. By providing clarity and confidence, your customers are more likely to convert and less likely to reach out to a customer service representative. In the beginning, Govindaraj recommends starting with a single journey flow, addressing no more than six guidance points.
3. Analyze Your Results
When you start to see results, you can move onto transforming another journey flow. Assess your results and determine what’s working best. You can use those takeaways to consistently improve the customer experience.
4. Ensure its Intuitive
Your customer’s self-service experience should be simple and intuitive. As far more people are being forced to embrace digital tools, there might be representatives with a lower technological expertise. In order to make self-service a scalable part of your strategy, ensure the contextual guidance technology you implement allows your business users to utilize it without any IT or coding expertise.
Help your customers by building more trusted relationships and drive business growth. It all starts with self-service.