2022 B2B Self-Service Experience Report ⟶

How complete self-service models improve CX, boost revenue per customer and deliver on personalization

Zoomin empowers companies to develop robust self-service solutions

Optimizing your digital self-service strategy with quality, effective content is key to providing a portal that’s actually useful to customers

Customer Self-Service Solutions

Waiting to speak to a customer service rep can be frustrating, even for the most patient customers. Customer self-service solutions make it possible for customers to seek answers on their own so that, rather than having to wait around for the next available representative, they can find immediate solutions to their problems. Self-service solutions can be especially helpful for large businesses that get a lot of customer requests. Customer self-service is a great option for everyone involved, enabling customers to find answers on their own and freeing up time that businesses can spend on other things.

Of course, self-service tools are not necessarily the end all be all solution to customer service. Customers won’t always be able to solve issues on their own, which is why it’s important to continue offering live support. Still, self-service solutions can be extremely useful and allow customers to find answers to frequently-asked questions. You don’t want to spend all day answering the same questions over and over again, and this is where a self-service platform of some kind can really come in handy. Customers will appreciate being able to resolve minor issues independently.

One of the best ways you can improve the customer experience, whether they’re self-serving or seeking live support, is to implement quality content into your site. If your website is easy to use and understand, customers can quickly find answers to their questions. Good content can even prevent issues from arising in the first place. Zoomin helps users create quality content experiences so that customers can find the product answers they need. Considering that 52% of support cases can be avoided with quality content, the importance of such experiences cannot be overstated. If you want to provide self-service solutions that actually work, you can start by creating good content with a platform like Zoomin.

What is Self-Service

So what is self-service and what is customer self-service? Basically, the customer self-service meaning refers to the process by which customers seek answers to their own questions. Instead of having to get in touch with human support staff, they can visit a company’s FAQ page or self-service portal to find the solutions they need. Customer self-service, then, can be thought of in terms of self-help. While the traditional customer service model involves live support staff on hand at all times, the self-service model trusts that, with the right tools and resources, customers can resolve most issues independently.

Self-service platforms have become extremely popular in recent years as businesses have branched out and explored alternative solutions to the ever-evolving needs of customers. In today’s fast-paced world, people want answers at the snap of their fingers, and self-service portals enable them to find what they need quickly and easily. This model has also taken a load off the shoulders of businesses, allowing them to step back and focus on other aspects of their work. It’s no secret that customer service can be tedious and time-consuming, but self-service tools can help reduce this burden.

Customer Portals

Businesses implement customer portals so that users can access the information they need when they need it. Live support staff leave the office each night, but with a self-service portal, customers can get support 24/7. Needless to say, this offers tremendous convenience to businesses and customers alike. A customer self-service portal can be as simple or complex as you want it to be, but the more resources you provide customers, the more likely it is that they’ll be able to find solutions to their problems without having to open a live support case.

By following customer portal best practices you can ensure a smooth support process for users. Best practices can vary, depending on your industry and what type of customers you serve, but generally speaking, it’s a good idea to gather customer feedback on which tools and resources they find most useful, and make adjustments to your portal as needed. Finding the best customer portal software for your business may not be easy, but it’s essential to delivering self-service options to your customers so that they can get answers in a quicker, more efficient way.

Content experiences matter

Deliver a self-service experience customers will love you for

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

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Customer Self-Service Examples

There are many customer self-service examples, all of which demonstrate the importance of providing a space where customers can find answers to their problems. For instance, an FAQ page can provide them with quick and easy answers to some of the issues that customers commonly encounter. Other customer self-service portal examples include community forums, where users can chat with other customers to try and resolve problems, and AI-powered chatbots, which mimic live support staff.

The best customer portal examples show how and why these portals are effective. Sometimes it can be difficult to gauge the effectiveness of a self-service solution without seeing it first in action, which is why it’s important to see the results with your own eyes. You might also consider implementing customer greeting phrases into your portal, as this can make customers feel like they are chatting with an actual person. In short, there are many ways you can customize your portal to meet the needs of your customers. Viewing examples by other companies, especially those you work closely with, can give you a better understanding of what makes these portals successful.

Digital Self-Service

Digital self-service will probably never replace human support, but it has come a long way in helping customers find solutions independently. In fact, the rise of digital self-service technology has allowed support staff to take a step back and focus their attention on other matters. Perhaps more importantly, it has enabled customers to help themselves. They no longer have to sit around and hope that someone picks up the phone or responds to their email. They can log into a self-service portal and receive support at the click of a button—no need to wait for a dozen other customers in front of them.

Some digital customer service examples include some sort of login or password-protected system, restricting access to those who have been granted permission to view the portal. While a self service portal login system can help protect the privacy of your company, it can prevent customers from getting the help they need, which could ultimately hurt your brand reputation. Your goal with a self-service platform should be to provide a seamless user experience for customers, not make things more complicated than they already are.

Self-Service Model

The self-service model is contingent upon customer self-reliance. You can enable your customers to find the solutions they need by equipping them with the right tools and resources. The benefits of customer self-service are extensive, but in order to take full advantage of this model, it’s important to identify the most pressing areas of need and work to design self-service solutions to meet those needs. If you don’t regularly receive customer inquiries about a certain product, then you probably don’t need to write an FAQ page dedicated solely to that product.

On the other hand, if you find that certain items and procedures are particularly problematic for customers, you should invest more time and energy into incorporating solutions to those problems into your self-service model. Customer self-service software can be a lifesaver, but you should know how to use it to maximize productivity and enable the most effective customer support.

Insights to inspire a new approach to self-service

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