According to Gartner in the next two years, 85% of all customer service interactions will begin with self-service. And customer self-service will make up for 64% of all customer engagement. Self-service is quickly becoming a critical tactic in improving customer experience. Strategic customer experience leaders also recognize that customer-facing solutions, like web portals, must include self-service elements in order to be a truly effective and valuable tool. This guide outlines the benefits of self-service and why it must be on every customer experience roadmap. Well-implemented self-service can provide long-term benefits such as:
- Decreased number of support calls.
- Faster support response times.
- Greater volume of support handled.
- Increased customer satisfaction.
This whitepaper walks through some best practices to keep in mind in order to build a successful self-service portal:
- Assessing Current Content Available
- Determining What Self-Service Elements to Add
- Onboarding and Training
- Valuing the Customer
Ultimately, the companies that are able to provide relevant and agile customer experiences will be the ones that can differentiate themselves from their competitors. Learn how self-service portals can help your business accomplish this and deliver the experiences your customers are demanding for by filling out this brief form.
