Translate Self-Service to Brand Loyalty

Posted by Knack Systems on August 4th, 2017

When customers need something from your business, they typically have to get in touch with your customer service team or you would have to do all the work for them. Nowadays, you have the option to provide self-service portals to improve the way customers can resolve issues and find solutions and answers to problems more quickly while learning a few things themselves in the process. Today’s customers are more tech-savvy now than ever, as they are becoming used to incorporating technological developments such as smartphones and tablets into their daily lives. Hence, self-service portals make more sense to them and they may prefer using these portals over an assisted type of service from your contact center.

Research conducted by Nuance found that 67 percent of respondents prefer self-service instead of speaking to a representative of a company. Coleman Parkes conducted a study and found that 40 percent of people who called a contact center initially looked for answers themselves using a self-service portal. The reason for this is that customers have become self-sufficient. Hence, they are more capable of learning and discovering new things for themselves. Using a reliable platform like the SAP HANA Cloud Portal can get you started in creating a self-service cloud-based support site.

Apart from the SAP HANA Cloud, you can generate your own efficient self-service platform with the Mind Touch Connector, a mobile-ready commercial cloud-based web platform for multi-channel delivery and knowledge collaboration of customer support documents. Both these platforms empower the customer service experience as they let customers have more control over the creation of new tickets, tracking their support requests, and collaborating with service agents. These platforms provide access to a knowledge base for answers too so issues can be resolved faster and service costs can be minimized.

To retain customers, you need to be able to provide answers and solutions to their issues at hand. The SAP HANA Cloud Portal and MindTouch let you fulfill that need, and when you do, you are more likely to retain your customers and make them more loyal to your brand. The platforms can let you identify the most common issues encountered by customers too.

About the Author:

Knack Systemsis a Premium Gold Partner of SAP with a focus around Customer Management, which includes Cloud Solutions, Hybrid Solutions, Marketing, E-commerce, and Analytics. Knack Systems provides end-to-end services in SAP transformation programs, including solution roadmaps, implementations, integration services, rollouts, support, upgrades, testing, and package evaluations.