Whether supporting internal employees or external customers, service and support teams have always been the backbone of any business. But today, support plays an even more important role as customers now expect products and services to always be connected and working and for support to be immediate and always available. When something isn’t working properly—whether it’s 2 PM or 2 AM, New York City or New Delhi—someone needs to be available to help remediate the issue. It’s a near impossible task for many companies. After all, very few organizations can offer 24×7 customer support. There is hope, however.
Self-service, via help centers or portals, step-by-step overlays, AI bots, and user forums, is becoming more broadly adopted across organizations. Having a variety of self-service options ensures that there are always resources available to inform and answer customers’ queries. And not only are these methods a more efficient and cost-effective way of providing ongoing support, but it’s also how today’s customer wants to be supported.
According to Harvard Business Review, 81 percent of customers try to self-serve before engaging a contact center. Why? Because no one wants to wait in a queue for a human agent when their question might have a simple, straightforward answer. By empowering users to resolve problems on their own, companies can deliver faster solutions while freeing up support teams to handle more complex issues. Of course, this only works if you have solid self-service tools and the users are actually utilizing them.