Using Zoho for Customer Self-Service
Customer self-service is the act of providing the tools to your customers that enable them to find the support they need without the influence of a company representative. Customers can find answers, tutorials, and other support (sales/marketing) content on their own, in their own time. In a 2015 survey, 90% of consumers expect an organization to offer self-service customer support. In another survey, 75% said fast response times are the most impactful factors in customer experience. Customers want answers, and they want them quickly.
40% of these consumers prefer self-service over human contact, it's more efficient, they can access the information on their own time since self-service tools allow 24/7 support. A simple real-world example for customer self-service is a retail store. U.S. retail stores offer self-service options where you go inside and pick out goods. It's relatively easy for people to shop on their own. The store saves money by not hiring many employees, and the customer is happier due to shopping quickly. Another example, placing the order online, then picking it up in-store. In-store pick-up is becoming more and more common, especially with COVID.
Many CRM systems come equipped with features to help with your customer self-service strategy. These workflows must be adaptable and straightforward for your customer to use with the ability to ask a question from many sources and receive a consistent answer. Give escalation options, with the option to speak to a live person at any time. If a live person is unavailable, provide a form they can fill out to receive a prompt follow-up. Below include a few self-service options you can implement with the help of many CRM systems.
Client Portals
A portal is a common term for a webpage that acts as a gateway to information. There can be a range of data and information shared here. A client portal empowers your customers, vendors, and partners with online portals where you're able to define what data is available and to whom. When set-up through Zoho CRM, for example, users can access the modules and some of the data such as past invoices, products, notes, and other interactions stored in the CRM. Admins can grant individual permissions so your customers can view, edit, and create records; while simultaneously updating your CRM. Save your team time with manual CRM data entry and provide a better customer experience by enabling a personal buying platform where your customers can view products/services, place and change orders, and update their information.
Contact Forms and Support Tickets
Setting up a web-based form that's associated with your CRM can benefit your company in many ways. Quickly capture contact details for both prospective and existing customers, and automate the process. You're able to capture lead and case details directly in the CRM. By using web-to-lead or web-to-case forms, streamline this process by capturing website visitor information into your CRM. Verify, approve, and automatically assign these to reps and send automatic replies to your customers, giving them confidence their inquiry was received. The CRM will help you analyze the performance of these forms as well as A/B testing to determine what most resonates more with your customers.
Knowledge Base
Knowledge bases allow your customers to ask questions and find the answers, access tutorials, troubleshooting tips, and other information about your companies products/services. Some CRM systems may have this as an included or add-on feature. An advanced option is to utilize a knowledge base software such as Zoho Desk to help grow and develop your customer self-service strategy. This software allows for faster answers with fewer tickets and happier customers. Create a repository of articles and FAQs in a knowledge management system. Another beneficial feature of implementing knowledge base software is the forums and community you can create. Your customers can engage and discuss topics with one another and share best practices.
Customer self-service is proactive customer service for customers who want to find solutions on their own. A customer self-service strategy should be a topic to include in your planning and sales strategy this year. Consumers no longer want to go through the lengthy process of picking up the phone, waiting on hold, and hoping they get the support they need. A study found that 73% of consumers prefer to use a company's website rather than their social media, text, or live chat for support. A self-service strategy will help companies when approaching their customers while saving them time and money.
If you need help aligning your CRM to your customer self-service strategy while ensuring you’re getting the most from your system, click the “CONTACT US” button below for a free consultation call.