Is DIY Customer Service Viable?
It may seem counterintuitive, but one of the best ways to provide good customer service these days is by going self-serve. A growing number of customers are getting used to—and actually liking—not having to deal with other people during their transactions.
Of course that doesn’t mean you have to get as high-tech as your local grocer’s automated checkout aisle. Something as simple as the way you set up your website can enable customers to serve themselves. GrowSmartBiz offers some tips for what you should include on your site, from the basic (FAQs) to the not-so-basic (how about posting downloadable instructions or “explainer videos” that show how to use your products?
Putting self-serve options on your website serves many purposes. It pleases customers who want to do it themselves; it saves your business time and money by cutting down on repetitive phone calls or emails; and it frees your employees up to do more productive things.
Of course, self-serve comes with one big caveat: Make sure customers can always reach a live person, or self-serve could self-destruct on you.Customer Service Watch articles.