Summary of all the steps you have to take to offer the best Digital Self-Service experience

Simple as that, choose Digital Self-Service

Digital self-service or self-service is a term for customer service approach that empowers users to independently resolve issues or answer questions through digital channels.

Excellent self-service is not simple, like adding chatbots or including an FAQ on your site, rather, it will be most effective when implemented as part of a strategy that fits into your overall customer service initiative through a self-service customer portal.

Most companies already have the knowledge and services in place to support self-service. What they need is a focused strategy that brings everything together in a customer-friendly way. By taking what already exists and integrating it into a unified customer portal, customers can launch an effective self-service experience faster while setting themselves for future growth.

Please do not hesitate to contact us for more information: info@bintegra.com . Always here to support your business.

Yes, you do need an excellent Self-Service portal

Self-service is the first step toward excellent digital customer experiences. Self-service is foundational for serving modern customer needs, but it is also key to decreasing cost-to-serve. The benefits of successfully implementing a portal with self-service elements include: 

• Decrease in number of support calls. Customers can easily find the answers they are looking for online, thus lowering the number of calls coming in.
• Decrease in response time. Since customers can quickly search and surface the information they need to, customer service reps can quickly handle more complicated interactions and questions instead of spending their time repeatedly answering the same questions. 
• Decrease in total support costs. Maintaining self-service channels is cheaper than managing live support channels. 
• Increase in total support volume handled. Self-service enables more customers to be served in a shorter time span.
• Increase in traffic. Having self-service establishes brand credibility and trust, so customers will view the portal as a useful tool and visit more frequently. 
• Increase in customer satisfaction. By providing self-service, customers are able to select how they interact with the customers, thereby building an experience that they prefer.

The advantages that the digital world has to offer are becoming more obvious to companies, especially in the wake of the corona virus pandemic. For those companies that do not yet offer self-service portals to their customers, there are several signs they should look to, that will perhaps suggest the time has come for them to do just that.

The advantages that the digital world has to offer are becoming more obvious to companies, especially in the wake of the corona virus pandemic. For those companies that do not yet offer self-service portals to their customers, there are several signs they should look to, that will perhaps suggest the time has come for them to do just that.

Please do not hesitate to contact us for more information: info@bintegra.com . Always here to support your business.

Yes, we know how to build out the best Self-Service portal

Self-Service should be provided when there is a need and a desire. When there is one of these you should focus on Self-Service and go for it. A well implemented customer service provides unique opportunities for revenue growth and service cost reduction while increasing the overall customer experience and user satisfaction.

We clarified three steps to build an effective digital customer service strategy:

1. Understand current customer journeys. Use this checklist of questions to gain a deeper understanding of typical customer journeys to help determine what customers are looking for.
2. Implement necessary technology. What kind of technologies will help business leaders accomplish their customer experience goals? This guide explores three important ones to consider.
3. Measure success. Equally critical to implementing a strategy is measuring its effectiveness. Track using some of the following success metrics listed in the guide.

Here is a list of 5 steps what means to have an effective Self-Service strategy build out: 

1. The 1st layer is to define your Self-Service strategy and the tactics in which you want to execute on.
2. Then you need to discover and enrich your customer journey. 
3. You need to select and prioritize your customer channels.
4. And integrate Self-Service technologies within existing customer-centric architecture.
5. And last you need to measure the Self-Service engagements so you can repeat the cycle and deliver an effective user experience that is constantly evolving and meet the needs and demands of your customers.

There might not be a one-size-fits-all customer service strategy, the businesses that a mature digital customer service strategy will be equipped to better serve their customers’ needs, thus providing an experience that will attract and retain customers.

During 7th of June till 11th of June 2021 we prepared 2021 Digital Self-Sevice week. We published five blogs (including this one). You are welcome to read all blogs from beginning to the end on our web page bintegra.com and social medias LinkedIn and FB.