8 Advantages of Offering Self Service Tools

Offering customers self-service capabilities is becoming an increasingly important element of the customer service toolkit. Whether it is in the form of an online knowledge base, a simple FAQ or a portal, Gartner Research predicts that by the end of 2020, 85% of the relationship between customers and businesses will require zero human interaction.

Here are 8 benefits to self-service for organizations weighing the value of adjusting their customer service strategy.

Preference

One of the most compelling reasons for introducing self-service tools is that it’s just what customers want. Giving customers the ability to manage elements of their service themselves, is more convenient and enhances their property management experience. Forrester research found that 72%of American consumers prefer to independently use a website to find answers as opposed to emails or phone calls, approximately 50% of the people who prefer self-service feels strongly about having that option.

Growth

Studies show that companies that grow sustainably, place heavy priority on their customer experience do not rush to take on more customers until they establish a quality and balanced approach to serving and meeting their customers’ expectations. HubSpot research showed that 49% of companies that found growth to be important prioritized customer experience.

Volume

Enabling customers to serve themselves helps balance the customer service workload relieving your customer service representatives of an increasing workload. As your portfolio grows, self-service options can scale to accommodate the increase in customers and enable you to manage requests, inquiries, and concerns without having to add additional staff to yo……