Tag: Self-Service

Web Self-Service Strategies Every Business Should Be Using


Story highlights:
5 web self-service strategies that will slash your incoming support calls

My Business Phone (Almost) Never Rings.

And That Makes Me a Genius.

I remember back to my first few years in business when I was tethered to my BlackBerry, constantly returning phone calls and replying to emails. My business phone rang so much that I needed to hire an answering service.

Things are different today. For one, I am not shackled to my smartphone! And two, and this is a biggie – my office phone rarely rings.

My non-ringing business line is not a bad thing. I have worked strategically to create a web self-service strategy that answers more than 95% of my customers’ questions. And this well-designed strategy has made my support calls nearly vanish.

No doubt, my business is a small business. Most large businesses won’t slash incoming calls by 95% with even the best self-service strategy. But research cited by Harvard Business Review shows that by improving the help section on your website, you can reduce calls by 5% — easily.

Three out of 4 consumers prefer to solve their customer service issues on their own. And 65% of consumers say that they feel good about themselves and the company they are doing business with when they resolve a problem without talking to customer service. Here’s one last statistic for you. Fifty-seven percent of inbound calls come from customers who went to the website first! That startling statistic is from Harvard Business Review.

Here’s how I make my customers feel good about themselves and my company, while reducing my support call volume. Five simple ways. 

Rethink Your Self Service Experience. Here are 2 Ideas from Target to Get You Started.

I was in Target yesterday and I noticed their nice self-service options. Need to quickly find a real person when you’re in electronics looking for a replacement charging adapter for your daughter’s Kindle Fire? No […]

Making Self-Service Options Appealing to Generation Y

Generation Y is highly tech driven and because they spend so much of their time communicating through text and social media, human interaction isn’t always their preferred method for getting customer service. When designing your […]