It goes without saying that in today’s fast-paced world, helping customers with their issues and complaints can be difficult. Customers understandably want a quick resolution to their problems, and under the pressure of providing quick service, some companies lose sight of the goal. In order to combat this, some businesses have implemented self-service customer support. But what exactly is customer self-support, and how can your business benefit from it?
A customer self-support platform allows your customers to seek help for their complaints and issues on their own time and on their own terms. To give you an example: think of the last time you called your cable or satellite provider for technical support. You were probably routed through an automated troubleshooting routine before you were connected with an agent. That’s customer self-support. By going this route, most routine problems are resolved without ever needing an agent, which frees them up to handle more challenging calls. Businesses are catching on to the benefits of these systems. The aforementioned TV providers are among them, as are companies such as Amazon. And customers are catching on—a recent survey found that 51 percent of customers like using self-support systems to ask questions and handle troubleshooting. With all of this in mind, it’s time for your company or organization to look into a customer self-support system.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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