Category: Customer self-service

10 Self-service stats you can’t afford to ignore

Faith Ocampo

business people using smartphones

The true measure of customer centricity lies in how easy it is for people to find answers to their questions. This is why you need to optimize the self-service features of your customer care strategies.

Self-service customer care is revolutionizing the customer experience in many ways. By giving customers easy access to information, you’re not just making their lives easier, you’re giving them plenty of flexibility and the ability to decide on their own—the exact things that the modern consumer wants. Read More

Self-service features every customer wants from your website

Faith Ocampo

Self-service features every customer wants from your website

Self-service is steering customer support to a new direction by making knowledge accessible across touchpoints and at all points of the customer journey.

Customer care is evolving, and the form it’ll take in the future is being shaped by today’s emerging trends. One of these trends is the increasing demand for faster and easier customer service. Nowadays, consumers expect to be given support at all phases of their journey but most especially while shopping online. Seventy-one percent of them expect assistance within five minutes when buying online, and 51% will give up immediately after a single failed attempt to contact a brand representative. Read More

Customer care tip: Make your self-service portal more visual

Faith Ocampo

colorful-jigsaw-puzzle-pieces

As tools for customer self-service, visual aids help customers easily follow instructions and fully understand a product’s features.

Customer self-service is rapidly becoming the new norm. With this feature, you’re not only providing people an option, but you’re also allowing them to make decisions independently. In other words, it empowers consumers by letting them do more online using just their smart gadgets. Read More

Using online videos to promote customer self-service

Faith Ocampo

smiling-man-sitting-on-couch-at-home-with-open-laptop

Picture this: Jeff, one of your customers, tries to reach your customer service providers after troubleshooting his own computer to no avail. He calls your hotline and is put on hold for the longest 15 minutes of his life. He gets increasingly frustrated every second he waits. When Niña, one of your agents, finally attends to him, it took another 20 minutes to solve the problem. Jeff says bye, a little appeased but still a little disappointed. Read More

6 Customer service tips for boosting self-service efficiency

Julie Pearl

two-women-amused-by-something-on-smartphone

Self-service customer support channels are undeniably a big help in easing out the delivery of assistance to today’s modern customers, whose definitions of satisfaction and convenience are perched on online technology. Many companies can attest to their clients’ high demand for self-serving help desks in the forms of mobile apps, FAQ (frequently asked questions) pages, or CRM (customer relationship management) software accessible through their business site. Read More

Adopting a customer self-service strategy can make you stand out

OAMPI Admin

Adopting-a-customer-self-service-strategy-can-make-you-stand-out-Open-Access-BPO--Call-center-in-the-Philippines

Giving customers access to a customer service knowledge base is a great way to be proactive. Instead of having to speak with representatives from your outsourced call center in the Philippines, your customers can now find self-help information however and whenever they need it. Since every brand must provide exceptional customer experience, creating more customer service options can make you stand out. Read More

4 Myths about self-service customer support debunked

OAMPI Admin

The omni-channeling trend and the vast availability of web-based and mobile tools may make it seem that online customer service is widely embraced by businesses anywhere. Surprisingly, however, there are companies that hold out on self-help customer service tools. Some of them avoid outsourcing these functions for the misconceptions about their efficiency. They’re missing out on the high customer satisfaction, low call volume, and other great benefits of taking customer service online. Read More