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What Are the Benefits of Customer Self-service?

Published on Mar 02, 2020 at 4:28 pm in Customer Experience

88% of consumers expect a brand or organization to offer an online customer self-service support portal.

Machine Learning, Big Data, IoT, these are some of the terms that have been disrupting our lives for a few years now. Companies can easily use this technology to get contextual customer insights in real time.

Technology is disrupting and transforming the way companies interact with their customers and building a new pavement for customer relationships. This new paradigm is transforming customer behavior and expectations across all business sectors.

Our 27+ years’ experience in the customer relationship business has given us the experience and knowledge to embrace the current technological revolution and use it to improve our contact center software and meet these challenges.

One of the areas that we’ve been working on is Knowledge, more specifically for the following:

 

Self-service

It’s a fact that modern customers prefer to be independent and do things on their own rather than depend on someone to help them.

Gartner, for instance, considers self-service one of the top three priorities for customer service in 2020. The available technologies, such as chatbots, are becoming unstoppable with the advances of Machine Learning and Artificial Intelligence.

These provide an opportunity to gather huge amounts of data, customer insights, and analytics that enable the most pleasant customer journeys.

 

Self- learning

A self-learning mechanism is a key component to a good self-service approach. Again, leading technologies, such as Machine Learning algorithms automatically gather customer queries and learn from interactions to continually improve the knowledge base.

This allows businesses to completely personalize and provide correct and accurate answers to customer queries. Empowering customer self-service to quickly solve problems on their own highly increases customer satisfaction levels.

 

Community

Customers reach companies they do business with more frequently and using more channels than ever. However, that also means that the communication is becoming more automated and less human than ever.

A customer community overcomes this problem by allowing customers to build a network and get advice, share concerns, find solutions to problems, etc among themselves, and also build their own brand by showing the expertise and helping others.

Customer communities are one of the means of giving customers human connection, if they ever feel they need it.

 

Customer engagement

All the points above will only be successful if customers are engaged and proactively participate to make it happen. Nevertheless, companies need to take the first step and make available all the tools, materials, and appropriate content to make customers adhere to the concept of customer self-service. Simplicity, accuracy, and convenience are customer buy ins!

 

 

Altitude Software Walks the Talk. Following our own digital transformation, we are bringing our customers onboard to put the new technological advancements to practice!

We have designed a whole new Customer Portal to enable not only us, Altituders, to walk with our customers, but to create a whole new culture.

Altitude Customer Portal aims to be the foundation of a thriving customer self-service community where our customers find the answers they need at their own pace and time. Will you accept our invitation to be part of it?

Can´t wait to meet you there!

Celia Cerdeira

Celia Cerdeira

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