How to Properly Execute Self-Service

Traditionally, customer support refers to the actions taken by a company to help their clients. Today, however, technology has revolutionized the ways in which an organization can provide assistance to the entities they do business with. Specifically, self-service has become a very common and even sought-out approach for interacting with clients in the B2B marketplace. By utilizing configurable customer service software, companies can put the control into their client’s hands while simultaneously monitoring and reporting developments. But there are certain features you should consider when providing this service to your client base. Proper execution is essential to enhance your client’s experience.

Customization for a Unique Experience

When your clients start accessing support services on their own, you need to provide them with a custom tailored experience. You’ll need software that can provide this customization. But how does this actually help the client?

The first reason has to do with brand consistency. A customized portal helps your clients better familiarize themselves with your brand and the self-service options. This instills trust that they’re receiving secure customer support solutions. It also helps promote the visibility of your brand. The second benefit of customization is enhanced usability for your clients, and also makes for a more personalized user experience. You can cater a client’s service center to reflect the specific resources you provide to them and filter their portal to reflect their needs. They also have the opportunity to only see the data and reporting features they want.

Provide a Knowledge Base

Easy access to information is imperative when implementing a client-controlled service center. Things like FAQs, downloads, and product descriptions should all be available and easy to locate when a client logs in. Not only does this help the overall customer experience, it takes the pressure off your in-house support services. Many times, the information contained in a knowledge base will effectively answer a client’s question without them actively reaching out to you. After familiarizing themselves with these resources, they can return when needed. Search capability should also be included to help direct clients to the resources they’re looking for.

Don’t Forget About Mobile

In recent years there’s been a shift from desktop search to mobile. Websites now must employ responsive design in order to function properly on mobile devices. This trend is applicable to configurable customer service software as well. Your service center needs to be accessible via mobile, and the best way to provide this is through a customer support app. This gives your clients the ability to actively engage with their account on the go. Checking the status of reported issues along with sending and receiving automated notifications from anywhere provides a level of convenience and usability your clients will appreciate.

When it comes to quality support solutions, self-service is something that’s becoming standard. Putting the functionality into your client’s hands allows you to provide a unique customer experience and better manage your in-house support operations. Phaseware can help you implement these services properly with high-quality support software so contact us today to get started.

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