This article was originally posted by Mansi Bhatia for Ameyo.com on March 13 2019.
Are you still in two-minds about whether your business really needs self-service support since you already cater to most of the channels such as an email, voice and even social media to some extent? Well, the answer is simple – Yes and for good reason. Self-service usage increased from 67% in 2012 to 76% in 2014 (Forrester). Which is only going to increase with the changing times. The millennials, also known as the digital natives are tech-savvy and rather comfortable with finding and implementing the solutions on their own, without seeking help.
If we go by this logic, then offering self-service support not just makes sense but is actually the need of the hour. Having said that, how should be the businesses incorporate it into their customer support strategy? By having a helpdesk software which comes with an array of self-service options. Let us look at some of the ways to offer self-service support to your customers as well as the agents with helpdesk software.
A customer portal is basically the go-to place for customers to request services or raise support tickets. Having an effective customer portal significantly reduces the workload of the agents as the customers are now able to raise a ticket and even follow up on the same using the portal. This in turn also help in improving the brand reputation. To further instil a sense of authenticity and add credibility to the portal, it is always a good idea to align its look and feel according to the overall theme of your brand. Such as using the same colour scheme and adding the brand logo.