What is web self-service?
Web self-service, put simply, is the ability for your customers, audience or consumers to resolve their problems, gain information and retrieve documentation themselves which would otherwise require the involvement of customer support staff.
Through discussion forums, question and answer forums, knowledge sharing bases and automated live-chat bots, web self-service takes many different forms, and depending on the nature of your business or organization, how you choose to let customers self-resolve their queries can be completely up to you.
What are the benefits to web self-service?
The main benefit of implementing web self-service functionality within your business is the fact that it can drastically reduce support costs. For organisations with high volume transactional websites, which often process potentially millions of individual customer interactions daily, who often deal with the same queries and customer support requests repeatedly, an automated way of allowing customers to self-resolve provides real-world, economical benefits.
Provide peer-to-peer support options to reduce calls and costly channels
Being able to take resource away from expensive-to-run support channels, such as voice calls, email and live chat, as mentioned above is both time-saving and excellent for your organization’s budget.
By providing Q&A forums, your customers and audience can simply seek out their answer in a search engine, and find that hundreds of people before them have already asked the question and found an answer. Better yet, as the administrator and owner of this digital space within Verint Community and Web Self Service, you can approve certain answers as ‘official’ and moderate those that aren’t.
Back to the search engines mentioned above. Verint Community comes equipped with built-in optimizations for Google and other major search engines, such as the ability to properly mark-up page titles, insert keywords and build Facebook graph data for sharing content across social networks efficiently. All of this aids towards web self-service, allowing your audience to find what they’re looking for, even when searching from outside your website.
Increase awareness of the most common issues your business faces, and how often they change
When taking customer calls day in, day out, especially for a large enterprise, it’s unlikely that spoken conversations are being tracked, collated and organized into ‘most common problems’. The sheer scale of it, including transcribing and logging, organizing and then discussing how best to approach that as a group would not be economically worth the effort.
With web self-service however, you’re providing a space for customers to ask questions, and over time, you can use community analytics to find quickly what questions are being asked, if they’re being answered, and if they change over time.
This sort of inside knowledge, only possible with a tool such as Telligent Web Self Service and Community can help you stay ahead of the game by collating information centrally and allowing you to pre-empt customer queries and post up resource to help manage flow of customer support online.
Allow moderated, user-generated content to be created for your brand at no extra cost
If customers are asking more questions online, then they’re essentially creating more content. More user–generated content that is relevant to your brand means more visibility in search engines. Think of this as though you have hired a team of copywriters to work for your brand, completely free of charge. Again, this is only possible via a web application such as the Telligent suite.
Telligent Web Self Service and Community – what do they do?
Telligent Web Self Service and Community provide a best-of-breed, enterprise social community platform and web self-service portal for organizations to create, manage and own their complete customer experience base online.
Trusted, custom-branded and corporate owned, your business’ Telligent Web Self Service and Community experience will help you with all of the above mentioned customer support and community management benefits.
Community has the functionality to navigate, search and engage with content, and to simplify knowledge and content organization. It improves engagement through blogs, Q&A and discussion forums, and our additional Knowledge Management tool helps Community become Web Self-service.
Telligent Web Self Service and Community combined create and strengthen brand trust and loyalty, build an online reputation and provide brands with more insights about its products and services. With these tools, you can deflect support calls by helping customers find your solutions and solve problems through peer-to-peer forums, knowledge articles and how-to videos.
Find out how your organization can make the most out of web self-service and Verint Community. Speak to our experts today.