What is customer self-service?Definition, examples and uses

How to transform your customers’ experience into a dynamic self-service digital experience that drives value

Zoomin revolutionizes how companies derive value from their product documentation

Zoomin is helping companies and their consumers derive value from documentation by turning their content into a centralized, consistent source of product information.

Customer Self Service Examples

Nowadays, customers generally expect prompt and efficient service. Sometimes, the most effective way of dealing with product or service issues is when customers are able to resolve problems by themselves and gain autonomy over their customer service experience. This does not mean, however, that customers will be left to figure things out on their own. Customers may lose trust in a brand and generate unneeded support tickets if they had to go through tedious site searches for answers to product queries, only to find answers that are lacking actual substance. To enable customer self-service, companies should provide customers with the right tools to manage complaints and answer general queries by themselves.

What is customer self-service?

Customer self-service is a process that allows customers to resolve product issues or queries without the assistance of support agents. There are many different types of self-service tools and technologies that can be used to offer self-service to customers. A billing portal, in which customers can view their account information and update their billing details as well as set up payment reminders, is one of the many customer self-service examples. Another example of self-service is searchable, customer-facing content which provides customers with knowledge to solve or troubleshoot common product-related problems. A self-service model is a scalable solution to meet growing business and customer demands. Businesses may reap the benefits of self-service by adopting a self-service model, or the use of tools and technologies to allow customers to resolve issues and answer questions on their own.  Driving self-service customer adoption can be helpful not only for companies, but also for customers and support teams. By providing customers and employees with the tools, resources, skills, and knowledge for self-service, companies can improve the overall customer experience. Investing in the necessary software tools and creating self-service content can enable companies to save both time and resources. Zoomin has developed an intelligent platform that allows customers to adopt and resolve product issues. Zoomin revolutionizes how companies and their consumers derive value from documentation by helping businesses turn their content into a centralized, consistent source of product information.

Customer Self-Service Portal

What is a self-service portal? A customer self-service portal is a software interface that enables organizations to deliver customer support at scale. It allows customers to resolve product issues rather than engage directly with a customer support representative. Investing in a customer portal software can help businesses increase customer retention and boost profit margins. Companies may refer to different customer portal examples and customer portal best practices to know what is best for their business and customer needs. Customer self-service portal examples have different customer portal features. Ideally, a customer portal should improve customer engagement through group forums or online user community platforms. Another essential feature of a customer portal is a knowledge base, which allows customers to read related content to solve product issues rather than talk directly with the support team. For enterprises that may be wondering how to create a customer portal, it can be set up using a white-label suite such as Many requests, a customer portal software for SEO agencies to manage clients, billing information, invoices and other requests. Companies may also use plugins to build a secure customer portal on WordPress. With Zoomin Documentation portal, customers can instantly access the content they need for simple and personalized answers to product queries wherever they are using any connected device. With Zoomin, companies can transform their content into dynamic and engaging digital customer experiences.

Content experiences matter

Deliver a self-service experience customers will love you for

40%
of the time customers looking to self-serve find irrelevant or outdated content
52%
of support cases can be deflected by better content experiences, say customers
84%
of users say content frustration would lead them to switch brands

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Customer Service Statistics

According to Frost & Sullivan study, online users who refer to upgrade instructions are 81 percent less likely to create a support ticket. Moreover, customers think that 52 percent of their support cases could have been avoided if they had better content experiences. A total of 84 percent of surveyed customers said they would change brands if they were unhappy with the content. Customer self-service statistics also show that 86 percent of online consumers prefer to use self-service features. According to research, 52 percent of business-to-business consumers believe they can resolve support issues themselves if they have access to a robust customer portal, and 81 percent of companies surveyed prefer a self-service approach. Moreover, self-service statistics reveal that relevant answers instantly show up only 6 percent of the time a web search happens, and customers spend up to 7 minutes wading through inconsistent site content. Moreover, 60 percent of customers reported that they are not confident about finding the right answer. Statistics illustrate that companies may benefit from creating a culture that empowers customers to find answers to their queries quickly and efficiently. Zoomin is a leading knowledge orchestration solutions provider that offers customers a modern, intuitive, and user-friendly documentation portal, and helps businesses create self-service experiences for their customers. Regarding Zoomin’s customer satisfaction statistics, Zoomin has served over 100 million live answers to customers. In addition, up to 70 percent of a company's overall online traffic can be attributed to the product content that Zoomin helps surface.

Self Service Online

Online customer self-service is an important aspect of optimized customer experience. By enabling online customer self-service, companies can highlight their technology's strong points against competition. Through self-service automation, companies can provide customers with contactless support by enabling them to quickly find relevant solutions to their product queries and concerns. When it comes to determining the quality of a customer support transaction, time is of the essence. Aside from creating a better user experience for customers, customer self-service can significantly improve customer service response time. Faster response times, according to a customer satisfaction survey, consistently contribute to greater customer happiness and higher satisfaction ratings. Companies may add personalized channels to their knowledge base to make it easier for customers to ask inquiries and resolve issues on their own. Having support ticketing, which refers to recorded interactions between customers and support teams, and a case management system, which allows businesses to gather, organize, assess, and handle customer service encounters, are a few examples of personalized channels. Zoomin allows online customers to continue their journey without interruption by providing customized responses within a company's product, website, and support channels. By evaluating how customers engage with content and identifying their problems through data insights, Zoomin can help firms create a simple and personalized self-service experience to help prevent customer turnover.

Self-Service Businesses

Customers and employees of self-service businesses are equipped with tools and knowledge to help them find solutions to product issues and problems and experience or deliver a better customer service experience. Organizations wanting to implement self-service may refer to self-service business ideas to serve as their guide. There are various self-service business model examples demonstrating how the self-service business model works. Companies may, for example, invest in a customer service portal that customers may utilize to quickly resolve common questions, troubleshoot simple issues, and address other concerns. Customers may receive the information they need at their own pace by offering them knowledge base solutions. Furthermore, organizations can drastically reduce expenses by enabling customers to skip phone support queues through self-servicing. Enterprise customers may benefit from self-service sales models. This means allowing business-to-business (B2B) customers to understand the value and product benefits being offered by another company, as well as enabling B2B clients to explore answers, purchase goods and services, and equip them with self-service capabilities. Zoomin's intelligent content delivery platform can help companies transform their product information into an intuitive experience for customers. Zoomin uses engaging strategies to streamline customer learning journeys. With Zoomin, businesses can reduce their support ticket response time, leverage self-service to increase user adoption, and drive revenue.

Insights to inspire a new approach to self-service

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