With the rising penetration of the internet and the rapidly growing usage of mobile technology, businesses must reinvent themselves to offer a better customer service experience through mobile self-service. Mobile traffic has now outnumbered desktop traffic as our demand for immediate information retrieval and instant gratification increases. For most internet, TV, and residential service consumers, 866 Spectrum cable is the go-to service provider when you’re looking for a great price tag on an amazing bundle deal or even a standalone plan.
Moreover, according to a Gartner’s report, it costs $8 for each interaction on live channels, including live chat, phone, and email, while the same costs $0.10 per contact for self-service channels. As a result, the time has never been more critical for brands to adopt mobile self-service solutions to empower customers seeking support services. In addition, for brands to improve their self-service customer experience, it is almost inevitable to focus on mobile channels.
How your customer support team can enhance CX through the self-service portal?
1. Make Self-service a Major Segment on Mobile-enabled Websites and Apps
Self-service has to be a well-thought-out and an essential part of your mobile app or website and not merely a copy of what’s available on your desktop website. Evaluate what kinds of experiences and activities you want users to have when using your mobile app. Several firms still struggle to deliver outstanding self-service experiences through mobile applications, even with reliable web self-service. It’s a vast arena where brands can set themselves apart.
The top mobile apps utilize customers’ current location (e.g., queuing at a coffee shop) or similar data to contextualize their responses. Product scanning is yet another feature that allows apps to become extra user-friendly because it eliminates the need for the client to enter the product name to obtain data.
Finally, highly rated apps use videos to provide excellent product service. For instance, your client has difficulty setting up their new smart TV or figuring out how to use the accessories on their latest stand mixer. Using live video, agents can offer exact, personalized support by observing their surroundings and circumstances.
2. Deploy Self-service Backed by Unified Knowledge Base
The DIY knowledge base software is becoming increasingly prevalent worldwide to make mobile self-service better. Companies are beginning to recognize the enormous benefits of a well-constructed knowledge base for various self-services. Innovatively maintaining information for a product/ service is known as a knowledge base.
A unified knowledge management software is a single entry point for creating, storing, and retrieving organizational data. It lets you modify multiple types of information and provides all-in-one entry via a search. As a result, enterprises of varying sizes widely use knowledge base systems for enhancing customer service experience.
Organizations can choose the aspects of the knowledge-based system they want to employ and how they want to use them as per their requirements. A knowledge base platform, frequently a cloud-based platform, retains all of the organization’s essential data. Also, it can grant authorization for data viewing selectively to the internal team via permissions on the forum.
When various people are in charge of separate pages or media, the information is likely dispersed or flowing inconsistently. As a result, customers may get confused by a scattered flow. All information about a specific product or service, on the other hand, should be consistent across different touchpoints.
A knowledge base handles all data dissemination from a single source. Self-service knowledge management puts the customer in control by allowing them to answer their questions and complaints from a single source of truth. Using knowledge management for customer service ensures a pleasant self-service CX by offering helpful information that is the same throughout channels.
3. Focus on Automation and Personalization: AI-powered Chatbots
While using smartphones, about 75% of consumers want to find information immediately. They want their answers to be quickly found and specific to their problem. Therefore, automating the mobile self-service channel is quite important.
Use AI-enabled conversational chatbots that quickly resolve customer problems using natural language processing and machine learning. They also modify and personalize the information using keywords in customer responses.
Another critical factor that drives its increasing usage is that it lets you offer customer support round the clock. Customers can reach out to your business on any day or night. They no longer have to wait for long calls or be put on hold by support agents. It helps in delivering a pleasant customer self-service experience. An added benefit of using chatbots is that it considerably reduces operational costs.
4. Use Easy-to-Understand Content
The content of the self-service portal and its look, tone, and convenience of use must all satisfy visitors and keep them tied for extended periods. But, most importantly, it should be easy to understand for the consumers.
Therefore, apart from using the common FAQs and articles on the self-service portal, use videos, infographics, screenshots, graphs and charts, and product drawings wherever required. It will help simplify the information for the customer, thus helping you offer an excellent customer self-service experience.
5. Make Escalation Process Seamless
While customer self-service portals are meant to offer FAQs, articles, and an AI chatbot knowledge base that help the customers get answers to their problems, it is essential to have a seamless escalation process too.
At any point, if the customer is unable to find the right solution through the self-service platform, he should be able to escalate the issue and connect with a real human support agent using the channel (via call, chat, or video assistance) of his choice. The transition should be easy and seamless.
Self-service on mobile channels provides a unique chance to meet your consumers’ demands, offer a more personalized and rapid support experience, and streamline your business processes. It is, therefore, highly recommended to implement the ways mentioned above and techniques to improve the self-service experience for your customers.
If your business requires assistance in creating or executing a self-service strategy for an enhanced customer service experience, you can hire KM experts. They can help improve their customer service experiences by offering them advanced service-service tools and expertise.