5 Self-Service Pitfalls That Increase Customer Effort

Mindtouch

Self-service for the sake of self-service just isn’t enough. Because the truth is, your self-service experience probably isn’t as good as it could be. And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection. What follows is a list of common self-service fails to avoid. Let’s start simple: good self-service content is written well.

4 Tips to Improve Customer Effort Score Using Self-Service

Mindtouch

If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort.

Customer Effort Score vs. Customer Satisfaction

Mindtouch

In the world of customer experience, there’s more than one way to shine a penny. Net promoter score (NPS) , customer satisfaction (CSAT), customer effort score (CES)—each of these KPIs provides useful insights into the customer’s journey. They help us answer questions like: How do customers find our help content? What kind of customer support experience do customers prefer? How hard are we making it on our customers to self-serve?

Searching for Reduced Customer Effort

Mindtouch

Reducing customer effort has become a high-priority objective for most companies. Central to improving customer effort scores is useful and timely content. Yet, in spite of all of the great content that companies produce—from onboarding and customer education to product documentation and knowledge base articles—there is one immense, frustrating hurdle still facing the customer: Google Search. Don’t make customers work to find you online!

Lower Customer Effort, Supercharge Customer Experience

Mindtouch

Customer experience is no different. Most customers prefer one support call to two— self-service over having to wait on someone else for answers. In a word: most of us expect customer effort to be as low as possible. Hello, Customer Experience? The problem for companies that track and analyze customer experience data is that the number of ways customers interact with us is proliferating. Make Self-Service Content Your Best Service.

5 Web Self-Service Essentials

Mindtouch

If your customers want to pump their own gas, you let them. The same goes for self-service. If your customers prefer to solve issues on their own (as it turns out, they very much do ), you need to enable them to do so. Executed well, a web self-service experience can be your 24/7 customer support department. So, here are five essential strategies that should underpin any self-service strategy—new, nascent, or begging for a refresh.

An Introduction to Search Reporting, Your New Customer Effort Hack

Mindtouch

Music to our humble ears, as you might have guessed; but it’s also a guiding principle in our approach to self-service support. Though there are many aspects to good self-service strategy, search remains principle among them. In the context of self-service, this data can help you identify content gaps and inform search tuning (more on these later). Negatively impacts customer success KPIs like customer satisfaction, NPS®, and CES.

Customer Effort: Don’t Make Your Customers Work For You

VocalCom

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. So how can you reduce customer effort?

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time.

How to use Tethr to improve your Customer Effort Score

Tethr

So your organization set a goal around improving your Customer Effort Score, now what? Without knowing where or why effort is occurring in customer interactions, where do you start? At Tethr, we help customers address this problem every day, so we wanted to outline the common steps customers take when using Tethr to get started reducing customer effort and improving Customer Effort Scores.

Want to Reduce Customer Effort? Start With Hierarchical Content Structure

Mindtouch

Believe it or not, organizing self-service support content is a lot more difficult than it looks. There are a number of approaches to structuring content that can help stakeholders refine their self-service content strategy to reduce customer effort. Same idea with self-service content: authors can leverage hierarchies to better craft and restructure documentation. Improve content structure, reduce customer effort.

How Click Navigation Can Lower Customer Effort

Mindtouch

Like most customers seeking self-service , all I know from the outset is that I need help. As we mentioned in our blog post on Strategies for a More Personalized Self-Service Experience , the Whirlpool® product help is a particularly good example of easy-peasy click navigation. All I have to do is self-identify from step to step. As the Whirlpool® example demonstrates, though, good navigation can lower customer effort considerably.

The Impact of Customer Effort on Customer Loyalty

Mindtouch

Alex presents a bounty of useful information and data about the impact of customer effort on customer loyalty. Indeed, multiple independent research firms have research that states customer effort has the single largest impact on customer loyalty. Furthermore, customer self-service is consistently the highest ranked driver in lowering customer effort. Alex van Dijk presents Reducing Customer Effort.

What is Customer Effort Score and How is It Measured?

Mindtouch

For customer support and success professionals, there are three that likely come up on a frequent basis: customer effort score (CES), Net Promoter Score (NPS®), and customer satisfaction (CSAT)—the primary customer success KPIs. In terms of understanding and fostering customer loyalty, CES has proven particularly useful. According to Gartner , CES is “25% more predictive of customer loyalty than the next best metric.”

Why Self-Service is the Future of Customer Education

Mindtouch

These days, the definition of customer education is expanding. More specifically, customer preferences are shifting —across the entire customer journey—toward self-service. What Is Customer Education? In a nutshell, customer education encompasses all the efforts a company puts toward creating a more informed customer. Why Self-service Is So Important. Think knowledge base articles, FAQs, and customer stories.

How an Effective Self Service Model is like the United Nations

Mindtouch

What’s an effective self-service model? One that improves customer effort , which leads to improved customer loyalty. Bottom line though, it’s about customer effort. How do you achieve an effective customer self-service model? This role is driving effective self-service models. The post How an Effective Self Service Model is like the United Nations appeared first on MindTouch Blog.

Is Self-Service Good for Your Business?

CX Journey

Image courtesy of Unsplash Does self-service reduce or increase effort? Not just for customers but also for your business? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology.

Applications that Improve the Customer Journey

DMG

Applications that Improve the Customer Journey. Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.” IVAs are self-learning; their ’intelligence; is continually evolving based on data inputs from each new interaction. In essence, IVAs use science to elevate the art of self-service. Customer Benefit. Omni-channel self-service.

Your New Best Friend for Ticket Deflection? Content, Content, Content

Mindtouch

Today’s savviest businesses are embracing the importance of a self-service strategy. It makes sense, when you consider the data: 71% of customers want the ability to resolve issues on their own. That, and the crucial ways self-service can impact customer support KPIs. A bad (or absent) self-service strategy can create support ticket backlogs, overtaxed support teams, and frustrated customers, eventually impacting the bottom line.

5 Signs You’re Making Things Difficult for Customers

Mindtouch

To continue meeting customers where they want to be met, companies need to engage customers on a deeper level. Regardless of what motivates the call for reducing customer effort —be it survival, a genuine interest in customer well-being, or some mixture of both—getting to know customers better requires more than empathy. Indicators of a high customer effort experience. Customers say so.

What Knowledge Managers Get Wrong About NPS

Mindtouch

Customer success is a moving target, and a cunning one at that. And though we know Net Promoter Score ® (NPS ® ) is a key indicator of customer success —especially given its impact on support KPIs like cost to acquire, cost to serve, and annual spend—the question remains: Are we really getting NPS right? It’s an important question to ask, because high-effort customers tend to go from passive—or even promoter—to detractor, and winning them back isn’t easy.

5 Things Customers Want From a Customer Support Experience

Mindtouch

It is tempting to design a support process around what we, as a business, need rather than what our customers want and expect. The truth is, the customer support experience tends to color a customer’s perception. It can have a lasting impact on customer loyalty , buying behavior, and future customer interactions. By making sure these customer touchpoints are well designed, we can improve our customer’s overall experiences with our brands.

6 Customer Success KPIs You Should Care About

Mindtouch

The customer relationship has evolved, and so have its key performance indicators (KPIs). Things that used to be considered cost drivers, such as customer service and support, are now viewed as a potential revenue generators. That’s because the new customer relationship calls for more intense focus on the ways we help make our customers successful throughout the entire customer journey. In a word, customer success. Customer churn rate.

Why Isn’t Your Documentation Public?

Mindtouch

Or maybe the real question is, why are you making it so hard on your customers? Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. That’s a self-service fail. Companies that don’t make at least some of their documentation public are missing a huge opportunity for self-service.

Analysis of the Top 100 eCommerce Help Centers

Kayako

Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands?

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7 Customer Journey KPIs You Should Care About

Mindtouch

Mapping and understanding the customer journey can be tricky. From awareness and research to purchase and post-sale activities, your customers interact with you in a number of ways. And the more customer touchpoints you have, the more involved customer journey mapping becomes. As it turns out, there are plenty of approaches to mapping customer experience. As part of your approach, be sure to take a look at the following customer journey KPIs.

Create Your Own FAQ Template from Scratch

Kayako

If you’ve had questions about using a service or buying a product, chances are you’ve searched for the FAQ or Frequently Asked Questions page as well. FAQs are that nifty section of a company’s website where you’ll find answers to recurring customer questions.

How Your Mobile App Can Eliminate Customer Service Disasters

Fonolo

A mobile application is essential for a multitude of reasons, namely to support customer service and enhance the experience. Here are 4 ways your mobile app helps to prevent customer service disasters: 1. Keeps Customers Connected Throughout Space and Time.

3 Chatbot Statistics You Should Know

Mindtouch

Chatbots are, and will remain, a big part of self-service customer support. For whatever reason—be it convenience or the rise of certain technologies—more and more people prefer chat for their self-service interactions. Herein lies the competitive advantage of deploying chatbots : if the people coming to you for self-service prefer chat, you have an inherent opportunity to reduce support costs, decrease response time for cases, and lower customer effort overall.

5 Modern Consumer Expectations About Product Help

Mindtouch

Without quick and easy access to relevant documentation and product help, the customer experience can suffer. This creates frustration, high customer effort , even product abandonment. Companies are increasingly placing product help at the forefront of their customer experience strategies. The opportunity cost of not providing a good self-service experience is too high to ignore. Customer Experience Customer Support Feedback KPIs Self-Service

Drive Customer Experience and Outcomes with CX Data

Mindtouch

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals. The objective to offset customer acquisition costs, which in SaaS alone averaged $1.15/$1.00 Here’s how our Customer Advocacy team does it.

The AI-Powered Virtual Agent by Frost & Sullivan

SmartAction

High Customer Expectations. Customers have always had high expectations of the contact center, but the advent of virtual personal assistants like Siri, Alexa, and Google Assistant has changed the expectations for the ability of contact centers to deliver the same conversational experience.

Are These 4 Things Missing From Your Knowledge Base CRM Integration?

Mindtouch

It should also enable customer self-service and, by doing so, positively impact customer service KPIs like ticket deflection , mean time to resolution, and customer satisfaction (CSAT). Still, here are four innovative features that can improve agent productivity and supercharge your self-service experience. Otherwise, locating help content can become a cumbersome, time-consuming effort that adds steps to an already time-sensitive job.

CRM 48

The Value of Direct Engagement and Customer Focus

Mindtouch

Never underestimate the value of your customer service experience. This was a key takeaway at The Customer Focus Effect, where MindTouch had the opportunity to sit down with leaders from Customer Support and Customer Success. Topics ranged from customer loyalty and scalable direct engagement to new approaches to lowering customer effort. Two guests in particular touched on the importance of learning who your customer is.

How to Optimize Digital Customer Engagement

VocalCom

You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences. Customers may have more options for communication, yet the quality of each interaction is compromised if a brand delivers a fragmented experience. Give customers a seamless mobile experience.

Why You Shouldn’t Ignore the Rise of Digital Voice Assistants

Mindtouch

When it comes to customer support and help content, the implications of these trends are quite significant. It’s very similar to the way traditional online self-service experiences begin. A Significant Self-service Opportunity. Remember, 75% of consumers will move to another channel when online self-service fails. Industry Trends Self-Service Voice AssistanceAlexa, are voice assistants going anywhere? Not likely.

How to Reduce Support Tickets – An Introduction to Ticket Deflection

Mindtouch

Give me any customer support team and I can guarantee that figuring out how to reduce support tickets is a top priority. That’s because high ticket volume puts a strain on support agents, frustrates customers, and can create quite the financial expense. One way companies attempt to reduce call center volume is through online self-service. A regularly updated and well-optimized knowledge base is often a centerpiece of these efforts.

Consortium for Service Innovation 2018 Member Summit – Highlights

Mindtouch

The Consortium for Service Innovation held its 2018 Member Summit in Napa, California. Aside from the great views and delicious wine, there was a lot of valuable information regarding content strategies and models that improve the customer experience. Knowledge Centered Service (KCS®) is a methodology that enables support agents to take advantage of existing knowledge and create new knowledge in order to decrease their mean time to resolution and increase customer satisfaction.

What is Customer Engagement?

Mindtouch

A good amount of customer support interactions begin with the three simple words: I don’t know. And when customers don’t know how to resolve an issue, they tend to initiate some kind of support interaction. According to Marketo , two out of three B2B consumers engage a company primarily to request service or support. It’s a natural part of the customer journey. Two out of three B2B consumers engage primarily to request service or support.

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Top Ten Contact Center and Servicing Goals for 2017

DMG

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Outstanding Service Tops the List : In this year’s study, participants were asked to select their top servicing objectives from thirty-three categories and were invited to write in additional goals. Improve self-service (50.4 Reduce cost of service (48.0