How effective are your digital self-service solutions?

Research shows how much your customers will appreciate being able to resolve issues independently.

Zoomin empowers companies to create robust digital self-service solutions

Zoomin’s customer self service software helped businesses serve over 130 million customers looking for answers about product

Digital Customer Self Service

Customer self-service software can be used to enable customers to find answers to their questions about products all on their own, without contacting customer support. Customers are always going to need help with their products—that’s just part of doing business. That’s why it’s important for businesses to have an effective customer support strategy in place. Building that strategy around digital customer self-service is a great way to cultivate a positive customer experience. Zoomin’s customer self service software has helped businesses serve over 130 million customers looking for answers about products.

The perpetual demand for product information is why nearly every business has some kind of customer support in place. Without it, they would have no way to keep customers happy and a very high churn would likely be the result. However, with so many customers looking for answers, a customer support team at a large company can become overwhelmed very quickly. There needs to be a way for businesses to provide customers with access to the product information they need without having to wait for a long time to speak with a customer support agent.

A customer self service model enables customers to look up answers to their own questions with a database of product information that can be conveniently accessed through a self service portal. This can allow customers to find answers much faster because they can get the information in just a few clicks. At the rate customers seek help, it would be much faster for them to serve themselves, especially since many of them have simple questions that can be answered in minutes or less if they only had access to the right information.

Another one of the benefits of customer self-service is that the majority of customers actually prefer to help themselves. Customer self-service statistics tell us that 83% of customers would rather self-serve, and only 6% say directly contacting customer support is their first choice when they encounter a problem. Empowering customers to serve themselves can help them get the answers they need quickly while freeing up more of the support staff’s time to focus on helping customers with more complex problems that can’t be solved via self service.

Customer Portals

Customers can use a customer self-service portal to get fast and convenient access to the information they need to solve problems with the products they use. Without a portal, it would be up to the customer to hunt down the information on their own, whether it’s a page on the company’s website, a post on their blog, a video on their youtube channel, a user manual in PDF form, or any other kind of product content.

A self service portal login acts as a centralized gateway via which customers can access all relevant product content in one location. This can save customers a lot of time searching for up to date content when they have problems with their products. Customers who are frustrated because they are unable to use their product don’t want to have to struggle just to find the information they need to solve the problem, so it can be beneficial to enable them to find the information they need quickly in situations like these. Customer portals make it easy for customers to find solutions on their own by giving them access to a central repository that can greatly reduce the time and effort they spend searching for the right information.

Digital Customer Journey

Creating a good customer experience is extremely important for any business that hopes to earn and retain loyal customers—and one of the most crucial parts of creating a good customer experience is providing excellent customer support throughout the digital customer journey.

Most customers will more likely remember a good customer experience they had when they were frustrated than a good customer experience they had when they were already happy with the product. Providing a self service option via a customer portal platform can ensure that customers who are frustrated have the best possible experience while trying to solve that problem. When a customer contacts customer support, they are at a pivotal point in their customer journey. They could either find the information they need to solve their problem and remain a satisfied customer, or they could struggle to find the information, become even more frustrated, and decide not to buy that company’s products again or even stop using the product or products they currently have. The best customer portal software can ensure this point in the customer journey is a frictionless, positive experience, not a negative one that drives the customer away. Some companies hesitate to offer a self service option because they fear they don’t know how to create a customer portal. However, a digital customer care company like Zoomin can make it simple to offer self service through a customer portal platform.

When a customer contacts customer support, they are at a pivotal point in their customer journey. They could either find the information they need to solve their problem and remain a satisfied customer, or they could struggle to find the information, become even more frustrated, and decide not to buy that company’s products again or even stop using the product or products they currently have. The best customer portal software can ensure this point in the customer journey is a frictionless, positive experience, not a negative one that drives the customer away. 

Some companies hesitate to offer a self service option because they fear they don’t know how to create a customer portal. However, a digital customer care company like Zoomin can make it simple to offer self service through a customer portal platform.

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 Self Service Portal Examples

Customer self-service portals give customers a way to access solutions to their issues with products. The best customer portal examples can connect all of a company’s product information and make it available to customers in one location, which makes it much faster for customers to get the support they need.

Successful customer self-service examples include Docusign’s self service strategy. They have used Zoomin to reduce the average amount of time customers spend looking for product information by 68 seconds. 68 seconds might not sound like much, but in a world where customers are used to getting the information they need from Google in just a few clicks, 68 seconds is an eternity.

By enabling customers to find answers faster by themselves, customer self-service portal examples can greatly reduce the strain on the customer support team. With a way to access accurate product information in seconds, many customers will be able to help themselves and leave the support staff available for more complicated cases.

Digital Self Service

Providing customers with a digital self-service option can greatly reduce the time it takes customers to find the answers they need. Many customers say they would actually rather use a self service feature to get answers to their questions about products. Approximately 83% of customers say they would rather self-serve, and only 6% of customers say that directly contacting customer support is their first choice when they encounter a problem. Considering this statistic, it makes a lot of sense for a business to incorporate self service into its digital self service customer experience.

Moreover, customers report that it takes around 7 minutes on average to find the product information they are looking for. Even when they do find the information, there’s a chance it’s outdated or not from a reliable source. Using a self service portal can make it possible to provide the best digital customer service by offering access to product information in a central location that ensures customers can quickly find the most accurate and relevant answers.

Customer Experience Solutions

An effective customer support strategy is a key part of offering a positive customer experience. Digital customer service solutions like Zoomin can help businesses create better experiences for their customers. When the customer experience is prioritized, it can have a positive impact on the business. Many customers report that they would rather have a self service experience than a traditional customer support experience. Successful digital customer service examples are some of the best examples of businesses providing good customer experiences.

Self service options can help eliminate unnecessary customer effort and reduce the frustration involved with searching for the right product information. Digital customer experience solutions like self service software can also help prevent customer frustration before it even happens by helping them find the information they need quickly on the first try.

Insights to inspire a new approach to self-service

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