You must have seen self-checkout options at supermarkets. Self service portals are growing at a fast pace. Customers don’t want to waste their time standing in a queue and waiting for their turn. With increase in the availability and use of social media and applications, customers have become independent.
According to one survey, 50% of customers think it’s important to solve product or service issues themselves and 70% expect a company’s website to include a self service application. According to Gartner,by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.
Why is self service on rise?
Customers are constantly on run. They don’t want to stay on hold over a phone or stand in a queue. They want instant solution to their problem. Today, they have become accustomed to follow few steps on an application or a portal and get their issues resolved. They are habituated to lesser human interaction.
Young generation is more inclined to such technology. They want to solve issues instantly. As a result the demand of self service portal is growing majorly from their part.
Make it user-friendly
You cannot just sit back and relax once you have provided self-service portal or such applications. You have to constantly evolve the portal. Make sure that your customers find your self service portal easy to use and user friendly. It won’t make sense if they mostly see the app not working or the clumsy interface. You need to research, plan, and design the portal in such a way that the burden on your employees lessen and your customers’ issues get resolved easily than before.
Show them how to use it
Just providing them an app or a portal on website won’t make their work any easier. Rather show them how it’s done. Manuals and videos will make them acquainted to your self service portal. Also, let them ask questions if they still have any issues. Try to give them enough information that they don’t get stuck and have to take your help. You can then analyse the user engagement, their feedback and improve the portal as per their needs.
In conclusion, Self service portal doesn’t mean leaving customers on their own but to help them wherever they get stuck. Just in a different way. Empower your customers to help themselves and lessen burden on your employees. Do more with Dynamics 365 for Customer Service.
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