Getting Customers to Use Self-Help Troubleshooting

[et_pb_section admin_label=”section” transparent_background=”off” allow_player_pause=”off” inner_shadow=”off” parallax=”off” parallax_method=”off” custom_padding=”0px|||” padding_mobile=”on” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” make_equal=”off” use_custom_gutter=”off”][et_pb_row admin_label=”row” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” use_custom_gutter=”off” padding_mobile=”on” allow_player_pause=”off” parallax=”off” parallax_method=”off” make_equal=”off” parallax_1=”off” parallax_method_1=”off” column_padding_mobile=”on”][et_pb_column type=”4_4″][et_pb_text admin_label=”Blog article goes here… Skip the %22Learn about…%22 link at the bottom ” background_layout=”light” text_orientation=”left” header_font_size_phone=”26px” header_font_size_last_edited=”on|phone” use_border_color=”off” border_color=”#ffffff” border_style=”solid”]

“Today’s tech-savvy customers are not just ready for self-service but actually prefer it over assisted service. Market research indicates that 67% of respondents preferred self-service than speaking to a company representative,” –

The extensive use of automation in modern business paradigms spotlights the ongoing marriage of commerce and technology. This situation stems from the fact that increasingly, businesses are facing fierce competition, the imperative to expand operations, growing numbers of customers, the ravages of economic cycles, and assorted commercial headwinds. The last factor includes, inter alia, changes in consumer tastes and the evolution of customer preferences. In light of the above, we note that modern enterprises are working to encourage self-help troubleshooting in a bid to reduce corporate workloads and to improve the customer experience.

Efficient website search represents one of the important devices that promote self-help troubleshooting. We note that this essentially is an outcome of optimised and upgraded website design. For instance, an online business that designs, manufactures, and markets engineering tools can use this approach to boost customer service levels. Visitors and customers that search for specific toolsets can use the said troubleshooting system to find desired products. In addition, these entities can use self-help troubleshooting mechanisms to query operating manuals loaded onto the vendor’s website. Therefore, these mechanisms can help consumers and customers in significant measure.

Modern businesses differ from their predecessors in that the former adopt a proactive stance to customer service. This is manifest in the development and deployment of self-help troubleshooting systems. The deployment of these devices indicates that businesses wish to educate customers on the reasonable use of a product or service. For instance, a software developer can encourage customers to download and explore a mobile app as part of its standard customer service procedures. The said app intended to guide customers in using certain software applications. That said, we note that standard customer service mechanisms should be put in place to help customers communicate with the vendor through online and telephone. We note these mechanisms will encourage more customers to self-serve and emerge from a product or service bottleneck.

Self-service tools can be useful as a channel that enables customers to connect with a business enterprise. This indicates that self-help troubleshooting devices should be integrated with certain sections of the back-end of enterprise information technology systems. The outcomes of such integration can help a business to upgrade and smoothen its customer service experience. For instance, a commercial wireless telecommunications service provider can commission the development of an app that responds to customer queries. These queries may pertain to billing issues, controlling device settings, tracking service usage, customer plan modifications, and enhancing service performance. We note that such apps are commonplace in modern service industries; they spotlight the virtues and efficacy of top-notch self-help troubleshooting systems.

Consumer-facing businesses can encourage the adoption of self-help troubleshooting devices in a bid to manage growing numbers of customers. For instance, banks and financial services operators can deploy interactive voice response systems in a bid to service the large numbers of customers. We note that traditional customer service mechanisms required customers to visit the physical premises of said business operators. Modern systems include mobile apps, IVR systems, remote applications, websites, and chat bots. Thus, a banking services provider can utilise these self-help troubleshooting systems to cater to customer requirements. These systems boost customer convenience, lessen dependence on manpower, and remove stress from business infrastructure. We note that other industries can deploy such mechanisms as appropriate in a bid to boost the customer experience.

Video sharing platforms represent an interesting manifestation of self-help troubleshooting mechanisms. This stems from the fact that mobile data technologies and broadband access have gained ubiquity in most markets. In line with this, more and more customers are searching video platforms in a bid to troubleshoot products and services. We note that this phenomenon indicates a broad shift in consumer behaviour. This phenomenon also hinges on the fact that video-based consumer product and service guides have come to the fore in modern times. This is in sharp contrast to earlier generations wherein, product and service manuals were the sole means to help the consumer. In light of the above, we state that modern product and service companies should make an effort to commission the creation and publication of video guides in the form of self-help troubleshooting systems.

Social media represents a potent form of communication between businesses and their customers. We note that most customers are active in multiple social media services; therefore, brands and businesses can position chat bots on their social media handles as a form of instant customer service. This evolution of customer service systems dovetails with modern paradigms that animate self-help troubleshooting mechanisms. For instance, women shoppers can choose to interact with aforesaid chat bots in a bid to select a preferred shade of nail color. The chat bot can be designed to handle multiple customers on social media and cater to their requirements simultaneously. The ease of use spotlights the convenience of online shopping as well as the benefits of automated self-help mechanisms. That said, we note that the successful implementation of such mechanisms enables businesses to boost sales while reducing investments and business expenditure associated with brick-and-mortar business establishments.

Businesses can leverage the frenetic pace of technological evolution to boost business functions designed into self-help troubleshooting mechanisms. Intelligent design and advanced software coding can enable said mechanisms to interact with customers and seek feedback for use by the business enterprise. For instance, a manufacturer of digital cameras can encourage customers to interact with the firm’s mobile apps in a bid to harvest customer feedback. The said app can be programmed to seek feedback pertaining to the customer’s service experience, the functionality of the mechanism, a brief product review, etc. We note that such information can help the business enterprise to assess the voice of the customer, boost product features, and expand service offerings, among others. Similarly, IVR systems can gather feedback that may feed the design of more efficient customer interaction mechanisms and troubleshooting mechanisms.

Customer education is an important goal of implementing self-help troubleshooting systems. Every customer has a learning curve for consumer gadgets and electronic devices. The self-service mechanisms can easily guide the customer and improve his/her skills in handling the product better. We note that such learning helps to boost ease of use, while equipping users and customers with relevant operating skills. That said, we underline the fact that self-help mechanisms should be regularly updated by a business with a view to enable customer convenience and improve the end-user experience.

In the preceding paragraphs, we have examined some of the techniques that enable businesses to deploy self-help troubleshooting systems for the benefits of consumers and customers. Every brand or business should acknowledge the primacy of the customer experience. Happy customers are likely to become brand advocates; this phenomenon helps to multiply the return on investment for a business enterprise. Self-help systems also enable businesses to reduce the workload on staff persons, while significantly boosting customer service levels. In addition, using such systems enables businesses to automate the intersection of human customers and customer service mechanisms. This boosts business efficiency, reinforces brand reputations, and generates tremendous goodwill in modern markets.

[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section admin_label=”Section” global_module=”198059″ fullwidth=”on” specialty=”off” transparent_background=”on” background_color=”rgba(255,255,255,0)” allow_player_pause=”off” inner_shadow=”off” parallax=”off” parallax_method=”off” padding_mobile=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” make_equal=”off” use_custom_gutter=”off”][et_pb_fullwidth_header global_parent=”198059″ admin_label=”2 Button Call to Action” title=”Let us help you evaluate.” subhead=”Start your 30-day free trial. No credit card required. No strings attached.” background_layout=”light” text_orientation=”center” header_fullscreen=”off” header_scroll_down=”off” button_one_text=”Sign up for a demo” button_one_url=”” button_two_text=”Start a trial” button_two_url=”” parallax=”off” parallax_method=”off” content_orientation=”center” image_orientation=”center” title_font_size_last_edited=”on|phone” custom_button_one=”on” button_one_text_size_last_edited=”on|phone” button_one_bg_color=”#668597″ button_one_border_color=”#668597″ button_one_letter_spacing=”0″ button_one_use_icon=”default” button_one_icon_placement=”right” button_one_on_hover=”on” button_one_letter_spacing_hover=”0″ custom_button_two=”on” button_two_text_size_last_edited=”on|phone” button_two_text_color=”#668597″ button_two_border_color=”#668597″ button_two_letter_spacing=”0″ button_two_use_icon=”default” button_two_icon_placement=”right” button_two_on_hover=”on” button_two_letter_spacing_hover=”0″ title_font_size_phone=”25px” button_one_text_size_phone=”16″ button_two_text_size_phone=”16″] [/et_pb_fullwidth_header][/et_pb_section][et_pb_section admin_label=”section”][et_pb_row admin_label=”row”][/et_pb_row][/et_pb_section]

Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree