There are complete processes in the workplace that can improve our productivity, so before AI replaces us, we can design a system to replace part of our work. Customer self-service shared in this article is one of them.
Year 2024 is about to pass, and as an Internet operator, the deepest feeling in this year is: Is my work still meaningful? When will I be completely replaced by AI? In the face of the onslaught of AI, how should I embrace and change?
The main purpose of this article is to teach you how to build a complete customer self-service system, and instead of letting AI preconceive, you should start with a system to replace human work.
Internet operation is a position that is difficult to be clearly defined, with many work contents, miscellaneous assessment indicators, and unclear job boundaries. Internet operations can be divided into content operations, community operations, event operations, and data operations. Content operation is responsible for the creation, publication and maintenance of content on the company's website, official account, mini program and other platforms. The community is responsible for the operation and maintenance of the company on various social media platforms, such as WeChat, Weibo, Douyin, Xiaohongshu, etc., to increase brand awareness and user engagement. The event is responsible for planning, organizing and executing various online and offline activities, such as online live broadcasts, offline salons, promotional activities, etc., to enhance brand influence and user conversion rate.
To sum up: the operation on the enterprise side is to reduce costs and increase efficiency; On the functional side, it is to improve customer conversion rate and satisfaction.
Customer self-service is a method of solving customer problems where customers can find their own solutions. Customers can use the self-service portal to research and resolve issues on their own, rather than working with a customer service representative for the company or product. In addition to troubleshooting, self-service can be used for installation and onboarding. Self-service is an essential part of any company's customer service because it can provide customers with 7 x 0 support that is readily available.
78% of customers prefer self-service rather than calling or emailing a customer service representative in person. An efficient self-service system helps customers find information quickly and reduces calls and emails for support teams.
Customers prefer the self-service option because they feel independent when it comes to using your products. If they're able to figure things out on their own, they'll start to feel more confident in your brand and products. From a company's perspective, there are also many benefits to investing in self-service options. Here are a few.
With a great self-service channel, you can reduce the number of routine inquiries to customer support representatives, which can reduce customer support costs. It is estimated that the cost of each live phone interaction in a company is $13 to $0.
7×0 customer support and quick response inquiries help customers get value from your products without interruption. Most customers, especially Gen Z, prefer to look for answers rather than calling or emailing a customer service representative. They feel faster searching and finding solutions online, which makes them feel more empowered.
Self-service is a way to provide ongoing support throughout the day. For example, when you provide FAQs, help pages with various features, or create chatbots, these are available throughout the day. When people are stuck somewhere, they can find relevant questions or pages, even in the middle of the night, and your customer support team only works at fixed hours. This ensures that they only need human support as a last resort.
Customers want to feel more empowered rather than relying on others to make their products or services work. They want to address their concerns instead of waiting for a call back from a customer support agent to be contacted. Well-designed self-service can achieve all of this and create a positive experience for customers. Satisfied customers are less likely to leave, and are likely to recommend your products to new customers as well.
Customers feel more confident in a product when they are able to resolve issues quickly and get them up and running or create value immediately. This also prevents customers from trying multiple avenues to contact you, including calling your customer support line, sending an email to your customer support system, or searching for a solution in the Help Center. The longer they contact you, the more frustrated and angry they will become.
Many companies are now realizing that their customer self-service systems can be used as an effective marketing tool. Customers who realize they have access to extremely fast help and support around the clock, 7×0, start trusting your product while researching and comparing multiple vendors. This allows for better and faster conversion of leads into sales.
Select Platform :Choose the right self-service platform tool, such as Baklib, Zendesk, Intercom, Help Scout, Freshdesk, or other knowledge base software. It is also possible to develop it yourself, but you need to consider the cost and resource investment.
Determine the core functions of the self-service platform based on customer profiles. This may include:
Create online documents for employees to share valuable product manuals/manuals/tutorials, etc., and can also make product guides and manuals that are open to customers.
Expand customer support with an online self-service knowledge base and reduce customer support requests by 75%.
Organize your offer FAQs so visitors can find answers to all their questions in one place.
Quickly set up a forum for discussions, subscriptions, and more! User engagement is a sign of a brand's competitiveness, and operating a flexible online customer communication window helps to close relationships with customers.
Flexible CMS page design capabilities can help build structured digital information such as product stores, photo albums, albums, etc.
Through the combination and arrangement of knowledge, it helps users achieve the purpose of online learning, all without building a huge learning system to complete.
This article was originally published by @學江 on Everyone is a Product Manager. Reproduction without the permission of the author is prohibited
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