Today’s customers expect to have an opportunity to solve their issues before reaching out to a customer service agent. Around 89 percent of customers say they expect access to a self-service portal when dealing with everyday problems.
As your consumers become increasingly savvy in the digital world and more comfortable with the idea of using bots, automation, and intelligent tools to address issues, self-service is everywhere. The right tools don’t just delight customers either; they can also be a valuable way to keep your teams happy by giving them extra support in a hybrid world.
Today, let's consider some of the most significant self-service trends pushing the evolution of the technology.
1. Rapid Cloud Adoption
The adoption of cloud technology is an integral part of the self-service revolution. With the cloud, companies can access all-in-one ecosystems for customer service, ready to scale up or down at the touch of a button. This trend makes it much easier to expand a self-service solution as your company’s time demands increase.
The cloud creates an environment where business leaders can control and transform their self-service efforts more efficiently. You might start with a simple chatbot solution, then gradually implement IVR technology with natural language processing with the help of the right vendor.
Cloud solutions also make it easier to align multiple data streams from self-service and other customer service environments within a CCaaS ecosystem. This provides a better overview of the customer journey and enhanced security, privacy, and compliance opportunities.
2. Rising Focus on Agent Experience
Issues like "The Great Resignation" prompt business leaders to think more carefully about how they attract and retain their most important staff members. Companies can’t afford to deal with vast levels of turnover at a time when customer demand levels are skyrocketing.
Fortunately, self-service solutions can allow organizations to implement more compelling experiences for agents.
First, with automated self-service systems like chatbots and FAQs, it’s possible to serve endless clients without the input of a human agent, saving specialists crucial time.
Secondly, self-service solutions also automate many tasks employees wouldn’t usually enjoy doing, like renewing subscriptions or dealing with commonplace issues.
Self-service solutions can also be implemented into the employee backend within a CCaaS environment, providing hybrid and remote workers with ways to troubleshoot and resolve common tech problems without waiting for IT support.
3. Creating an Omnichannel Service Environment
Today’s customers want to be able to interact with companies quickly and conveniently on the channels they like most. Around 71 percent of customers want brands to offer customer support over messaging, while many are also looking for video, audio, and SMS support.
Self-service solutions allow companies to stay on the cutting edge of the omnichannel revolution. You can implement self-service tools to support your customers in different environments, from chatbots on your website to instant-response SMS tools.