Using the power of web self service for a magnificent customer service experience
Web self-service is a key promoter in increased customer interactions. This service has provided
customers the facility to search for information as per their convenience and their relevance. The use of
web self services has expanded exponentially as customers prefer and patronize this option rather than
the helpdesks operated by human agents. It has also been largely beneficial for businesses as they save
on hiring costs and leverage customer service experience by providing a complete control to the
The thought of a self-service system is exciting. However, if the customers face difficulties in navigating
the site or can’t find the relevant information on time the service will be totally meaningless. Sites that
cram in too much information or provide a complex navigation system will end up frustrating the
customer making him decide never to return. A disorganized web self-service will make the customer
more confused and lost.
To achieve optimum results the businesses with self-service sites must provide accurate and complete
information to the customers without causing any inconveniences. The information should help the
customers resolve their issues. Thus the navigating process should be simple and uniform. Navigation
becomes even easier when the content is presented in a practical arrangement that helps the user to
understand easily rather than using guessing tactics.
The interface design that reflects striking presentations and simple layouts, the use of multi-media and
Rich Internet Applications are excellent ways to bolster customer service experiences. The usage of
vocabulary must be constant and a glossary section that enables a quick search is advisable.
Smart searching capabilities in a web self-service site give the users an opportunity to locate information
easily. The search process can be simplified using either automatic spelling correctors or ranking the
content in the list according to the subject matter. The self-service should be designed in such a way that
it facilitates not only those who are experienced but also those who are not well-versed with the medium
by providing different guiding options.
Frequently Asked Questions is commonly used to help the first time visitors find some tips. Service alerts
and questions that lead the users towards specific solutions can also be used to guide the users to their
correct destinations. The content that is present in the web self-service site should be fresh and relevant.
The customer service solutions agents should be able to contribute to the development and creation of
new content with the interactions they have had with the customers, thus contributing to the
knowledgebase and making the content relevant. The service should also facilitate identifying solutions
that are not used and deleting them. When customers are unable to find the answers the system should
provide a way to escalate the matter and seek assistance either through an email, a customer service
chat or through a phone call.
Learn more about :- Knowledge Management , & customer service implementation