Employ Self Service Software to Enable 24/7 Customer Support

A knowledge base software can be used by any business that wants to offer their customers a platform from where they can find a quick solution themselves. It is one of the most dependable ways to offer self-service to your customers. Self service knowledge base consists of knowledgeable articles that provide customers with invaluable insights related to their queries. Customers can access the knowledge base from anywhere in the world, whenever they have a query or an issue. It is a 24/7 self-service software that is available for them. Also knowledge base is a more suitable self service solution for customers when compared to a traditional way of customer service.

Live chat allows you to share links, information, analytics, etc. in real-time conversations with your customers. It is considered as a fast and convenient way to connect to a customer service representative for a solution. One way in which live chat improves communication is by neglecting the process of repeating the same conversation over and over again. As every detail will be available for the service representatives in text format, so they can visit it, in case they have forgotten the issue of the customer.

Below are a few more ways in which live chat can improve communication:

• Get insights into the data to find out similar queries and offer quick solutions to your customers.
• With the help of live chat, customer service representatives can have their eyes on more than one platform (email, social media, feedback forms, etc.) at a time.
• Live chat is a customer service system that is available 24/7 for customers that can also help you improve your customer satisfaction rate.
•  Customers are more expressive when interacting with a customer service representative via live chat, which eventually allows them to better communicate with the representative.

A self service software consists of multiple self-help options that can be used by customers whenever they have any issues. A self service software includes a knowledge base, FAQs, communities, chat services, etc.

Here are some of the benefits of a customer self service software:

•  Improves customer experience by offering customers an instant solution to their problems.
• Self service software reduces customer service costs.
• Increases the customer service team’s productivity by helping them in managing the workload more effectively.
• Helps to create a community to build relations with the customers and develop a suitable environment for them.
• Customer self service software is available 24/7 for the customer and can be accessed from anywhere, anytime with just a click.

Knowledge base and FAQs both are mediums through which customers can help themselves find a quicker solution without the need of getting connected to a customer service representative. Let’s see the difference between a knowledge base and FAQs.

Knowledge base – A knowledge base is a medium that offers the customers an article directory that has detailed information regarding the products and services.

Frequently asked questions (FAQs) – FAQs are the queries that are most frequently raised by customers. This self-service medium is structured in a question-and-answer format for the customers to get instant responses to their basic queries.

Community forums are public meetings where members of the community come together to share their ideas and opinions. They discuss a wide range of topics for which they have created the community for. Its main purpose is to connect with people who share the same interests and find a solution to their problems quickly. Community forums help businesses to increase their engagement with customers, lower the cost of customer service, get crucial feedback about the products or services, etc.