Self-Service: Overview and benefits
What is a Self-service software? ● A self-service software helps customers find answers to their questions without having to interact with an agent. ● Self-service platforms act like an electronic automated helper for customers looking for answers. ● It gives automated responses to the customers at any given time of the day. ● Self-service portal also allows customers to perform simple tasks by themselves with no agent dependency.
Did you know?
●81% of all customers try to take care of matters all by themselves even before they can reach out to customer care representatives (Source: Harvard Business Review) ●About 77% of all customers have reported using a self-service platform. (Source: Microsoft) ●Approximately 67% consumers prefer self-service over communicating with a live representative. (Source: ZenDesk) ●About 40% of consumers contact a call center after they have first searched for answers to their queries using a self-service platform. (Source: ZenDesk)
Features of a self-service software ● Provides automated responses ● Provides immediate customer support assistance ● Provides anytime, anywhere customer support assistance ● Saves time and reduces human labor ● Allows customers to take care of their needs on their own
Why Self-service software is important ● It makes sure that no customer queries go unanswered ● It maintains engagement even during the offhours ● Helps in pipeline management ● Helps in tracking leads ● Saves employee time by providing answers to simple questions
Benefits of Self-service software ● ● ● ●
Reduces overall costs of businesses Helps by capturing new leads Makes businesses more productive Improves customer accessibility due to which sales increase
Benefits of Self-service software ● ● ● ●
Helps by creating more informed customers Decreases staff attrition Increases search engine visibility of the website Does not miss out on any information while providing answers to the customers
Examples of a Self-service ● FAQs- Frequently asked questions ● Chatbots, AI ● Self-help articles, blogs etc.
If you want to know more about Kapture’s Selfservice software Click here for a demo now.