Discover the 5 advantages of self-service for your business below.
1- Cost Reduction
While telephone service costs, on average, $8.01, self-service costs $0.10 , according to Gartner . After all, with this type of service, in addition to optimizing your time, you not only reduce staff costs, but also reduce the overload on channels that cost more, such as the telephone itself.
Therefore, it is possible to state that one of the main forex email list advantages of self-service is the financial issue and, to be more specific, cost reduction.
2- Total availability
With self-service, you are available to your customers 24 hours a day, 7 days a week. This way, your customer does not need to wait during business hours to contact your company, which helps in customer success .
And, if we talk about offering a good customer experience, we also talk about the possibility of loyalty. In a study conducted by Microsoft on the global customer service scenario, it was found that 96% of customers use customer service as a reference when it comes to becoming loyal to a brand .
3- Increases customer satisfaction level
Digital transformation changes consumer habits. Consumers of 4.0, for example, are highly connected and have more information. Consequently, they are also more demanding. If before, a good product was enough, now it is also necessary to offer good experiences.
Among the customer experience trends for 2020, 86% of customers were expected to pay more for a guaranteed good experience . And one of the advantages of self-service is precisely the focus on the customer, finding out what their needs are and then meeting them and, in this way, ensuring customer satisfaction .
4- Customer focus
Self-service directs all of its focus to the customer , since it is the customer who is responsible for indicating what they need and then being directed to it. In addition, this type of strategy gives autonomy to the consumer who, as we have already mentioned in this article, with the digital transformation is increasingly connected.
This way, customers no longer need to wait to be served or even travel or wait on the phone. They can choose not to wait in line with a range of self-service options offered by the company.
5- Optimization of team work
One of the advantages of self-service is that it optimizes the work of the customer service team. After all, with the automation tool, there is also the decentralization of services that would previously have been focused on telephones and emails.
Furthermore, with self-service, such as chatbots, for example, it is possible to triage the customer's needs, in order to direct them to the most suitable team to help them, reducing the number of unnecessary transfers.
And what are the advantages of self-service for customers?
Smart service offers advantages for both sides: for both customers and companies. So, now that you know 5 advantages of self-service for your company, check out how it can benefit customers:
Reduction in Average Service Time