An increasing number of people prefer self-service portals over traditional customer service. According to Aspect’s 2017 study, up to 77% of consumers opt for self-service, indicating its growing popularity. But what benefits do self-service portals offer your business and customers?
When your customers can resolve their issues independently through self-service, the processing time for customer service interactions decreases significantly. This not only frees up resources for more critical tasks but also reduces customer service costs. Self-service portals are also more cost-effective compared to traditional customer service solutions.
Customer satisfaction improves when customers have access to self-service options. Self-service portals are available 24/7, allowing customers to get answers without waiting for a response. This round-the-clock availability enhances the customer experience and increases customer retention.
77% of consumers value companies that offer self-service options, and according to Higher Logic’s research, 79% expect them to be available. However, the growing popularity of self-service portals does not mean that traditional customer support should be entirely eliminated. Complex issues still require human interaction. Additionally, 30% of consumers surveyed by Microsoft cited the inability to reach a customer service representative as one of the most frustrating aspects of customer service.
If you’re looking to improve customer service and offer effective self-service options, consider exploring TaikaTilaus' self-service portal. Our portal provides customers with an easy way to manage their own tasks quickly and efficiently, while saving your business time and resources.
Self-service portals and other self-service options provide significant benefits for both businesses and customers. They save time and resources by allowing customers to resolve issues independently, which also reduces customer service costs. The 24/7 availability of self-service portals improves customer satisfaction by enabling customers to get answers at any time, which aligns with their growing expectations.
However, it's important to balance self-service with traditional customer support, as complex issues still require human interaction. By using solutions like the TaikaTilaus self-service portal, businesses can streamline their customer service while delivering an enhanced customer experience.