Today’s customers have more technology available to them than ever before and expect to be able to access information quickly. This is why more and more businesses are turning to customer self service portals and why more and more customers are coming to expect a self-service option.

Having a self-service portal allows customers to check on their accounts or orders 24 hours a day, 7 days a week. Customers know that they don’t need a customer service representative to answer every question, but they do know that they want access to basic information quickly and when it is most convenient for them.

In today’s world, good customer service is fast customer service. Self-service options give the customer more control by supplying them with immediate answers to basic inquiries.

There are many benefits to self-service options for customers. Some of the self-service options that are typically available to customers are:

• Check order status
• Track an order
• Check balances on accounts
• Request information
• Report a problem

However, there is a point at which it is necessary for a real person to be the agent that provides answers and service. It is important to make it easy for customers to reach a service agent in those cases or you risk aggravating customers who feel lost in an automated phone system or who do not find the answers to their questions on your website.

Remember, there is no one-size-fits-all when it comes to customer service. Different customers will prefer to communicate through different channels. Consider the advantages of self-service through email, phone and online chat and realize that some customers will still prefer one-on-one communication with an agent.

Jennifer Wilson of Insurance & Technology puts it this way:

“Make certain to implement and employ all the right options. When you find the right balance and blend communication and service channel options seamlessly, customers will be better served and your company will be better off. At the end of the day, put the options in place, and let your customers decide when and how to use them.”

If you would like more information on how USAN can help you employ all the right options for customer self-service, contact us.