Definition: What does self-service mean?
Through digital self-service offerings, customers can process and solve their inquiries and problems independently without having to talk to service employees. This allows them to be flexible in terms of service times for customer hotlines and saves themselves time in waiting.
So-called digital natives in particular are used to quickly researching something on their smartphone at any time and having the desired result with just one click. Long waiting times are no longer up to date for them. This consumer behavior is also reflected in their expectations in Customer Service. Being stuck on hold forever until a service employee deals with the request leads to dissatisfaction. With self-service options, on the other hand, they can find the solution to their problem right away — exactly when they need it.
What are the characteristics of self-service?
Self-service is characterized by the fact that customers receive the offers
- self-employed,
- regardless of location,
- independent of time
- and without service staff
be able to use.
These are possible self-service offers
Companies have a variety of options to enable self-service. In particular, their website, but also channels such as social media, are available to them for this purpose. The self-service channels should be easy to find or prominently placed on the channels.
These are examples of self-service offerings:
1. FAQs
Customer Service is often asked certain questions very frequently. Companies can answer these recurring inquiries in the “Frequently Asked Questions” (faqs) put together. These consist of a list of questions including answers, which are usually organized by categories (e.g. “Invoices” or “Dispatch”). The topics should be answered as briefly and simply as possible so that customers can quickly find the solution to their problem.
2. Customer forums or communities
Since many questions are repeated, there will also be customers who have already solved this problem — customer portals or communities are based on this logic. Here, customers can describe their problem to the community and receive assistance. Such forums are also often maintained by service staff, who may be able to confirm statements or help if there are no suitable solutions from the community.
3. Manuals
For technical devices, for example, manuals are available that describe the set-up of the product step by step. There, manufacturers can also point out possible sources of error or messages and explain how to fix them.
4. Chatbots
Through the use of artificial intelligence chatbots can enter into dialogue with customers and support them around the clock with their concerns. You can provide standardized answers to common questions or link to help pages that contain the solution. If the question is too complex for the chatbot, it can also send it to employees from the Customer Support forward.
5. Self-bookings & check-ins
Even though it is now normal — even booking train, air or bus tickets online yourself is part of the self-service area. This also includes self-check-in for air travel or ICE trips.
6. Shipment tracking
A common self-service offering from online stores or transport companies: When customers eagerly wait for their last online purchase to be delivered, they can independently check the status of their delivery using shipment tracking.
7. table reservations
Instead of hoping to get through the busy restaurant by phone, guests can use self-service tools to make their reservation and Simply enter the desired number of people, date and time.
8. Product configuration
Especially when buying a new car, ordering is usually associated with some effort: Customers have to make an appointment at the car dealership and buy the desired model there with a service staff assemble. Instead, some manufacturers also use self-service, in that customers configure their dream car themselves online.
The benefits of self-service for customers and companies
Self-service offers customers many benefits and companies themselves also benefit from helping customers solve their concerns themselves.
Benefits for customers:
- They can address their concerns independently to clarify service hours.
- You can answer your questions with good self-service offers swiftly answer and don't have to wait for the next free service employee.
- You get Status feedback your request (e.g. shipment tracking).
- Self-service has the potential to Customer Experience to improve, leading to a higher satisfaction leads.
Benefits for companies
- Satisfied customers are loyal customers — self-service therefore has a positive effect on customer loyalty.
- In particular, when customers can solve standard inquiries themselves, relieves That is customer service.
- This has a significant impact on the service costs: Loud Harvard Business Review Self-service reduces the costs of processing inquiries by around 90 percent.
- The service staff then have more time for more complex topics.
--> Requirements are that self-service Good quality content are, in sufficient scope are available and prepared in a user-friendly manner are. Chatbots, for example, are a popular self-service option for this purpose. Find out everything you need to know about AI chatbots and why moinAI is the ideal AI chatbot for you in our e-book:
Quo vadis self-service?
In view of today's usage habits and Expectations from customers, good self-service options are essential for companies. In the future, it will be even more important for customers to use these options on various canals so that they always find a solution quickly, no matter at which touchpoint they are currently dealing with the company or their concerns. The market research company Gartner predicts that, in view of the mass of digital information and activities, customers — as well as companies — will be even more focused on automation Be set. “The reality is that customers are engaged in endless digital activities throughout their lifetime, which means there is a lot more data to consider. The trend of customers assigning their endless digital activities to their virtual personal assistants, chatbots, and other self-service tools will increase over the next ten years,” says the company.
Even if today's self-service offerings are regarded as standard by customers in the future, the area still has a lot of potential to further improve the customer experience in the future.
Would you like to expand your self-service offerings to relieve your customer service, save costs and improve the user experience? Then an AI chatbot could be just the thing for you. Watch the webinar with Jalousiescout to learn how the company's self-service solution AI chatbot successfully used in e-commerce and thus achieved promising results.
