Creating accessible resources and setting up a knowledge base can be By clicking the "Submit" button, you are agreeing to the Great customer service is like great coffee: highly valued and rare! As they become more familiar with the ins and outs of what you are offering, they will be more likely to want to do business with you in the future. Customer self-service strategy What is customer self-service? Create seamless experiences for customers and agents with compliance. Provide insightful, helpful resources, make your portals easy to search and navigate, and make sure that you are optimizing for desktop and mobile use. Good self-service is key to customer experience (CX). Anand Subramaniam, VP of worldwide marketing at eGain, suggests asking yourself the following questions: This last point is vital. Keep your hybrid workforce engaged and productive. Automate and streamline work across the enterprise. Automated page speed optimizations for fast site performance. This lets you identify unsolved issues and assign them to agents. Manage self-service capabilities like a product, not an IT project. Critical Capabilities: Analyze Products & Services, Digital IQ: Power of My Brand Positioning, Magic Quadrant: Market Analysis of Competitive Players, Product Decisions: Power Your Product Strategy, Cost Optimization: Drive Growth and Efficiency, Strategic Planning: Turn Strategy into Action, Connect with Peers on Your Mission-Critical Priorities, Peer Community: Connections, Conversations & Advice, Peer Insights: Guide Decisions with Peer-Driven Insights, Operations & Digital Efficiency Benchmarking. Based on studies of more than 8,000 customer journeys, Gartner finds that 70% of customers are using self-service channels at some point in their resolution journey. A Knowledge Management strategy is an actionable plan to help organizations manage and centralize knowledge to enhance performance, provide a competitive industrial edge, and increase product quality. But it turns out that not all self-service options are created equal. One of the biggest differentiators of a top self-service platform is whether it includes a service, Why customers increasingly demand self-service, Keys to delivering exceptional self-service at scale, What to look for in a self-service platform, Telecommunications, Media, and Technology, Healthcare and Life Sciences Service Management, Order Management for Technology Providers, Telecommunications Service Operations Management. Download eBook: Does Your Digital Customer Service Strategy Deliver? Streamline your response with machine learning and advanced analytics. For those issues that necessitate help from a living agent, the virtual-agent conversation and history can be seamlessly transferred over. Of course, empowering customers to solve their own problems rather than paying service agents to do it is always going to be cheaper for you. Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. As a result of pandemic conditions over the past two years, contactless service and work from home trends are resulting in customers bypassing companies that do not provide self-service 24/7. In designing the self-service capability there are five key enablers we have observed about successful self-service models: Findability - Findability is driven by three things (all of which are enabled by KCS): context, structure, and rich environment statements. Insightful article by Neil Davey. To ensure consistency and accuracy, the knowledge should be drawn from the same library that agents usethis way, not only are customers able to obtain the correct answer no matter the channel on which they choose to ask their question, your organisation is employing a single source of truth. Self-service allows your business to offer faster, more effective, and more cost-effective support. More than likely, its because their customers dont even realise! The key, however, is to go forward with a good self-service strategy that is customer centric and clear approach. Gartner Terms of Use Does that mean that the average These results should then translate into repeat orders, more referrals and lower churn. Having a standardized workflow will help ensure consistency, tracking, and that the right people are participating in reviews and updates. Deliver better outcomes now and into the future with health IT. Figuring out when self-service is appropriate and how it should be best executed is more important than quickly implementing a self-service option in order to reduce staff workload. But opting out of some of these cookies may affect your browsing experience. Manage self-service capabilities like a product, not an IT project. Include filtering and advanced search options. If this is the probable outcome, it would be better not to embark on developing self-service options in the first place. Be clear on what should be achieved in terms of positive impact on customer experiences and how this could translate to business performance. The bad news is that it is definitely hurting organisations and their costsbecause while customers are using newly added self-service channels, they havent stopped using more expensive live channels.. DO ensure self-service channels are part of your overall omnichannel support and engagement strategy. Gartner Terms of Use Deliver long-term, strategic value and reduce risk by connecting your operations. Connect your enterprise and modernize operations to transform your business. At the same time, systems will be up-to-date in terms of the technology implemented - and its also much cheaper for the business to allow its customers to serve themselves, emphasises Payne. Gartner Terms of Use This means less maintenance of knowledge and a culture of greater trust in the system and its answers. The goal is to align data and analytics activities across the enterprise so people work as efficiently and effectively as possible. Why would you go to the website to discover a different way it this is always the way you did it? They also take things further, automatically identifying gaps and triggering workflows for creating new resources. If such a strategy does not presently exist, then this is the perfect opportunity to build one that will not only benefit your self-service efforts, but also your organisation in a wider capacity. It also gives you more insight into the problems, ideas, and experiences users are having. Self-Service Analytics: Strategies & Best Practices - Qlik Unfortunately, only 9% can fully resolve their issues via self-service channels. See how. A comprehensive knowledge base for your customers. Examples of digital self-service include, but are not limited to: Knowledge bases On-demand training Chatbots Remote sales rep interactions Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet. Two years on, it stands to reason that the general population has become more tech-savvy, which results in higher resolution rates. describes a long-term strategic vision. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Shake hands with experts or hands-on training? Can the knowledge engine understand customer intent and guide them through multiple paths to answers and next best steps in their journey, based on their preference, behaviour, nature of the query and goal? With the vision, buy-in and people all in place, the remaining components of an actionable strategy are the budget and the timeline the dollars and dates. For providing efficient self-service solutions, contact centers need an experienced partner that can understand their expectations and can provide them their robust self-service solutions. The self-service revenue growth framework cuts across these 5 essential stages: Acquisition Activation Retention Monetization Metrics and Measurement Table of Contents Fundamental self-service SaaS workflow Unbounded Acquisition in a Self-service SaaS World Get the product right, and it will sell itself or your customers will help you sell it. Above all, the aim has to be ensuring that self-service is entirely effortless for the customer.