A private study of more than 8,000 customer journeys found that 70% of customers use self-service channels at some point in their service journey.
He self service has become a preferred option for customers, allowing them to take control of their interactions with brands. Self-service points, online platforms or applications are becoming more common, transforming the way consumers interact with products and services.
Thanks to the technology applied to the customer experience, self-service has become a fundamental tool, giving consumers the autonomy to resolve their doubts, carry out procedures and obtain information without the need for direct assistance. This trend, Driven by the immediacy offered by the digital world, it has transformed the way companies interact with their customers.
What’s more, the consultant Gartner studied over 8,000 customer journeys and found that 70% of customers use self-service channels at some point in their service journey. So we ask ourselves:
Why do consumers prefer self-service?
The answer is simple: convenience and speed. Customers are looking for immediate solutions to their problems, and self-service allows them to find answers to their questions, make purchases or manage their accounts without having to wait in long lines or rely on the availability of an agent. This trend is increasing and it is expected that by next year more than half of all customer interactions will be based on self-service portals.
Self-service points, such as web portals, mobile applications or chatbots, offer a wide range of resources: from answers to frequently asked questions and tutorials to knowledge databases and community forums. These resources allow customers to find the information they need quickly and easily, while it helps brands or companies reduce customer service costs, automate tasks that were previously carried out by human agents, improve the efficiency of customer service and contribute to a more innovative company image that cares about the needs of its customers.
The most important benefits of self-service for customers:
- Convenience and speed: self-service helps consumers solve their problems anytime, anywhere, without having to wait in lines or depend on the availability of an agent.
-
Access to information: Customers can find the information they need quickly and easily, without having to search through different sources.
-
Empowerment: users or consumers have greater control over their interactions with the company and can solve their problems autonomously.
-
Personalization: The strategy allows customers to personalize their self-service experience and choose the way they want to interact with the company.
-
Satisfaction: Self-service can improve customer satisfaction by providing a fast, efficient, and personalized experience.
However, despite its advantages, self-service is not without its challenges. For clients, the lack of human assistance can lead to frustration and difficulties in understanding complex processes, and customers may need time to familiarize themselves with the self-service system and learn how to use it effectively. Meanwhile, for the companiesexclusive reliance on self-service can result in a disconnect with certain customer segments, especially those seeking more personal and emotional interactions.
In the short term, self-service is expected to continue growing as businesses look for ways to improve customer service efficiency and reduce costs, taking into account the importance of finding and maintaining a balance between self-service and human interaction. to provide customers with a satisfactory experience.
Kenwin COO.
Source: Ambito
David William is a talented author who has made a name for himself in the world of writing. He is a professional author who writes on a wide range of topics, from general interest to opinion news. David is currently working as a writer at 24 hours worlds where he brings his unique perspective and in-depth research to his articles, making them both informative and engaging.
