What are the types of self-service?

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At a time when customers are looking for personalized and convenient experiences, not knowing the answer to this question can put you at a disadvantage compared to your competitors. In fact, Zendesk's 2022 CX Trends Report revealed that 7 out of 10 customers expect some form of self-service available to them. Otherwise, you run the risk of 61% passing on to the competition. So that this is not the reality of your business, we have prepared this article where you will learn: What is self-service? What is the importance of self-service? What are the characteristics of self-service? What are the advantages of self-service? self-service examples Forward! What is self-service? The concept of self-service is defined as a support modality that allows customers to search for answers to their questions without having to communicate with a physical person.
  
Its goal is to provide a collection of knowledge organized in such a way that finding and interpreting answers is quick and easy. In self-service, users can find solutions on their own through a knowledge base , chatbot , automated task Phone Number List management platform, or other tools. When you understand what self-service is, you realize that it is not a complete replacement for customer service , but rather a valuable add-on that saves time and money. Customers and support agents alike can appreciate your help, especially if it's well-designed and easy to navigate. What is the importance of self-service? Self-service is important because it is a convenient, agile, and diverse support modality. According to Zendesk research , 69% of customers want to solve as many problems as possible themselves.



However, less than 30% of companies offer self-service, live chat, social media messaging, in-app messaging, bots or peer communities. What are the characteristics of self-service? The characteristics of self-service are simplicity, availability, proactivity and accessibility. simplicity It is not enough to understand what self-service is. You want to make it as easy as possible for customers to find an answer, understand the action they need to take, and take action to resolve the issue. Availability A good self-service should be available 24/7. After all, problems are unpredictable and can happen at any time. It's vital that you maximize the opportunities for your customers to get their own answers without live agents. An omnichannel and interactive approach will help you constantly improve your.