4 Requirements for Customer Self-Service Technology

Customers expect quick, accurate answers to their questions about your product and services. Whether they look it up on the web, contact your call center, visit your Facebook page, or shop at a brick-and-mortar location, delivering consistent, thorough, and accurate knowledge is critical.

Customer self-service capabilities provide your customers with the ability to get immediate service on their own, 24 hours a day, without picking up the phone. This has a direct effect on customer satisfaction and loyalty.

However, one of the toughest challenges small to medium-sized businesses (SMBs) face is convincing the guy with the checkbook to make the investment. So here are a few selling features to make your point.

1. Ease of Use

Ultimately, the success of customer self-service revolves around the quality, quantity, and accessibility of available information. Choosing the best customer self-service software means you have to invest time and effort upfront. However, what you gain in the long-term far outweighs the initial investment.

2. Customer Loyalty

As we’ve already noted, anything that allows your customers immediate gratification without a lot of ballyhoo has a direct effect on satisfaction and loyalty. For more insight into the importance of customer engagement, check out our previous blog, “Customer Engagement = Building Meaningful Relationships.”

3. Cost Savings

One of the greatest selling features of customer self-service systems is the lower cost of use as compared with conventional telephone and email services. While each method of contact has its benefits and purpose, customer self-service provides customers with more flexibility and less CSR involvement, thereby increasing return on investment (ROI).

4. Tracking and Analysis

Want to know what customers are using online services and when? Customer self-service software allows you to track service requests from initial contact to final resolution. Additionally, it allows you to create a customer profile for research and marketing purposes.

Selling your executive team on the idea of customer self-service software doesn’t need to be difficult. Just show them our customer engagement platform and on-demand call center applications. Check out our blog, read our white papers and case studies, or contact us today for more information about our products and services.