Imagine a customer has a question about some product or service. What’s the first thing they do? Call the company on the phone? Write them an email? Use live chat?
The answer is: None of the above. They search for an answer online. According to our research, online search is preferred by a clear majority of consumers (65 percent) when they need a question answered.
Web self-service resources are designed to meet the strong preference consumers have for finding their own answers online.
The demand for Web self-service options is clear. What’s more, data shows that implementing Web self-service can decrease demand for more expensive ways of answering questions, such as through live phone agents or personalized emails.
Assuming all options are available, people with questions about products and services most prefer to:
In successful implementations, Web self-service is truly a win-win proposition: Consumers win by getting direct access to the answers they seek. And businesses win by meeting consumer preferences, gaining a competitive advantage and lowering the costs of providing support.
Given all this, you’d expect every business under the sun to offer Web self-service. Yet many don’t. Our e-book provides examples of how three companies found the right Web self-service software to address their customer service challenges and achieve their goals.
In this e-book, you’ll learn:
✔ How to know when your company needs Web self-service
Many companies that could gain a competitive advantage by adding Web self-service don’t realize the opportunity it presents. In this e-book, we discuss how to know when adopting Web self-service would be a wise decision for your business.
✔ How to find self-service software that will meet the specific needs of your customers, your business and your industry
Web self-service software comes in many shapes and sizes—from generic, all-purpose platforms to highly specialized industry tools. Your company’s success with self-service begins with selecting the proper software. We’ll give suggestions for, and provide examples of, doing just that.
✔ Some of the benefits, both expected and unexpected, that companies have realized after implementing Web self-service
Many companies look to self-service to save money on live support. While it does achieve this goal (often very effectively), implementing self-service can lead to many other business benefits. In this e-book, we look at several real-world implementations and their very positive outcomes.