6 Proven Techniques for Customer Self Service Success

Customers want to find answers themselves before having to reach out to your support team. Reduce contact center case volume and increase customer satisfaction through an intelligent self-service option.

Customers prefer to find answers themselves. According to Forrester, 72% of customers prefer to use a company’s website to get answers rather than phone or email
Customers expect quick answers. According to Forrester, 77% of US online adults say they are very likely to abandon an online purchase if they can’t find a quick answer
Self–service success is shaped by how easy it is for customers to search, find information, self-educate, and self-service

See how to improve self-service success:

Identify content gaps in your knowledge base in order to better answer customers’ questions and take away the need to submit a support ticket (Technique #1)
Make it easy for customers to find the answers they need across all your channels through a unified search index (Technique #2)
Display the search box prominently throughout your site allowing customers to connect with the answers they need (Technique #3)
Proactively offer personalized recommendations and relevant content to increase the likelihood your customers find the answers they need (Technique #4)
Use AI to learn from your customers’ interactions, deliver the most relevant content recommendations and improve the customer experience (Technique #5)
Leverage search analytics to measure case deflection and self-service success — two key metrics to continue improving your customer support experience (Technique #6)