Demand for self-service solutions is on the rise. According to HBR, around 81% of customers say they attempt to address problems and complete tasks themselves before connecting to a human being. This is true across all industries.
As consumers grow more digitally-savvy in the age of technology transformation, they expect companies to give them more support in solving their own issues without human assistance. In fact, 90% of customers say they expect organisations to have a self-service portal.
If you’re thinking of investing in self-service solutions to help your business grow, the following reviews might help you to make some stronger decisions.
Intercom Conversational Support Funnel
The Intercom conversational support funnel is a powerful tool designed to provide companies with a more convenient way of leveraging self-service technology. Delivered with a full starter kit, they system teaches companies how to combine human interactions with proactive and self-service support, through FAQs, knowledgebase technology and more.
You’ll have full access to a range of tools to power your service strategy, including FAQ publishing systems, embedding for apps and integrations, no-code technology for creating your own chatbots and automations, and so much more. There are also tools to help you share documents and information throughout your service team.
In our Intercom Conversational Support funnel review, we look at all of the features of this self-service toolkit, and how it helps companies to deliver more of the streamlined interactions today’s consumers are looking for.
HubSpot Service Hub
More than just a self-service app, the HubSpot Service Hub is part of a versatile selection of “Hub” ecosystems for growing companies. HubSpot’s range of technology tools include everything from service desks for team members, to sales funnels and marketing kits. The Service hub focuses specifically on helping your customers, and generating better customer experiences.
With HubSpot Service Hub, companies can access a wide variety of self-service features, including intelligent chatbots with automated workflows for customer queries, and customer portals, where you can actually give your consumers access to a system for tracking the progress of tickets and issuing support requests.
In our HubSpot Service Hub review, we cover all of the powerful features you can discover within the hub, from self-service innovations like a knowledgebase and FAQ builder, to VoIP calling within the HubSpot app and contextual analytics.
Amazon Connect Voice ID
An interesting insight into one of the various elements of self-service support today’s companies are implementing into their CX strategy, Amazon Connect Voice ID unlocks the power of NLP.
The Amazon Web Service Connect Voice ID application is part of the wider Amazon Connect omnichannel contact centre. This service leverages AI and machine learning tools within AWS to provide real-time authentication for callers.
Connect Voice ID can help to eliminate the need for time-consuming and complex knowledgebase authentication in a customer service environment. You can use the technology to create easy opt-in experiences and verification processes for your customers, minimizing the number of clunky interactions in the contact centre.