Customers want to get things done quickly and efficiently, and self-service options provide just that. It enables customers to find solutions for their issues which can be an advantage for businesses. Businesses on the other hand, can divert resources towards improving those touchpoints , training staff to attend to active feedback loops and monitoring their own self service operations across locations. While this is a cost saving activity, self service operations can occur independently away from manual intervention from the organisation. In this blog, we will understand more about how to improve customer experience across these touchpoints.
What is Self-Service?
Self-service is when customers complete tasks or transactions independently, without customer service assistance. Examples include kiosks, mobile apps, and online portals or websites. While it can enhance customer experience by reducing wait times and providing more control, it should be easy to use for all customers. Self service can also occur via website chat bots, community channels, physically available kiosks, to name a few. The main aim should be to make transactions smooth while improving customer experience across every self service checkpoints.
Understanding Self-Service Options
Customer interactions through self-service touchpoints involve performing tasks independently. Examples include login to kiosks, mobile apps, or online portals for accessing transcripts and contact information. Providing clear instructions and an intuitive user interface is crucial for a successful experience.
Improving Customer Experience at Self Service Touchpoints
Improving customer experience at self service touchpoints can also enhance customer retention, allocate costs for other internal processes and provide seamless experiences for consumers. One has to note that self service touchpoints are an important place to offer seamless CX such that customers, even when independent, do not undergo friction. This includes providing detailed information on websites, self help demonstrations via videos or product pick up at certain junctions. Here are some of the ways one can offer an enhanced CX at these points.
Intuitive user experience
Seamless user experience makes it easier for customers to use self service . A lot depends on navigation, the speed of use and how easily customers can find information. To understand if customers could navigate their way through these touchpoints, one can use in-app surveys, website chat bots to capture immediate feedback after a transaction.
Personalization
Using AI chatbots, brands can personalize their service for their customers. For example financial organisations using interactive AI to create customized communications for their users. A full-fledged application that has every facility for account holders, is a big boon since they can access their financial information with ease. The applications can also launch app based chat bots that can instantly capture feedback after certain transactions.
Seamless omni channel experience
Omni channel involves a user moving from one point of contact to the other. This involves users moving from social media channels, to websites into the applications. The seamless movement from one channel to the other will also empower customers to stay self-sufficient at these touchpoints with minimal human interaction. To understand if customers are satisfied with the experience, marketers can launch surveys via website chat bots, dynamic emails and Whatsapp surveys.
Visual and multimedia support
Visual aids can provide step-by-step instructions, product demonstrations, or troubleshooting tips, making it easier for customers to follow along and resolve their issues. Multimedia elements have visual elements, such as images, videos, or infographics, to enhance the self-service experience.
Analytics and continuous support
Feedback systems are a powerful way to understand consumer pain points and address them at the earliest. Even though these touchpoints are free of manual intervention, customer satisfaction metrics can bring issues to light. Regularly monitor and analyze customer feedback, usage patterns, and analytics data to identify areas for improvement. Actively listen to customer complaints or suggestions, and use that information to enhance the self-service touchpoints iteratively.
Conclusion
Using messenger based apps, in-app surveys and interactive chat bots, organisations can capture feedback immediately across touchpoints. Upgrading customer experience is an all round effort. To understand how Whatsapp surveys, interactive AMP emails and web based chat bots can help you collect feedback, sign up for our 14 day free trial here. No credit card required.
