Self-Serve Get One Step Closer In Making Customer Support Delightful
Overview Lets go over: ● ● ● ● ●
Statistics of Self-Serve Which industries can use it? Types of Self-Serve What Can Self Service do? Kapture Self-Serve
Did You Know? ● ●
Today, 67% of customers prefer self-service over speaking to a company representative. (Source: Zendesk) Gartner estimates that by 2030 a billion service tickets will be raised automatically by customer-owned bots. (Source: Gartner)
What Makes It Even More Demanding? ●
According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. (Source: SuperOffice.com)
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In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. (Source: SuperOffice.com)
What Is Self-Serve? ●
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It is a tool that gives the best customer support experience by providing answers to customers’ queries even without interacting with a customer support representative. It enables customers to help themselves.
Which Industries Can Avail It? ● ● ● ● ● ● ● ● ●
IT Sector Retail Insurance Banking Service Education E-Commerce Healthcare Travel & Hospitality
Types Of Self-Serve Mobile Help Apps ● These allow customers to make service appointments, check their outstanding balances, or even ask questions via a live chat function.
Types Of Self-Serve Chatbot ●
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It is a conversational agent that conducts conversations via text or text-to-speech between the humans and the machines using Natural Language Processing (NLP). It provides uninterrupted (24*7) automated customer service.
Types Of Self-Serve Web portals Include: (i) FAQs: It uses the Knowledge Management System to answer the common questions of the customers. (ii) Long-form how-to content: Provides information that gives the complete overview of the products to the customers. (iii) Interactive forms like Selfcheckouts: These forms accomplish tasks like selfcheckouts and provide product information.
What Can Self Service Software do? Automate Monotonous Queries: ●
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Incorporate a customer support portal and link the relevant pages containing the answers to the questions to deal with repetitive queries. Customers are given a list of issues to choose from and then provide an answer according to their question.
What can Self Service Software do? Let Your Customers Be the Boss ● ●
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Allow customers to take charge of tasks performed under self-serve. It enables customers to make changes on their existing orders and get updated on the same. Provide freedom to customers to modify delivery slot, address, etc. Enable customers to cancel an order and get notified about the automatically updated ticket.
What Can Self Service Software do? Keep Customers Updated Upgrade customers with the company’s latest news, new features, tariff, plans and other details about the product or service.
Kapture SelfServe ●
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Kapture Self-Serve helps you drive greater customer experiences and employee satisfaction by providing a self-help section for quick and easy resolution. It creates auto-responses for queries and directs your customers to the relevant department at the very beginning itself.
Visit https://www.kapturecrm.com/v1/self-ser vice/ to be of advantage to a surreal customer Experience.