客户自助服务：它是什么以及如何正确做

即使我是前客户支持代表，当我是客户时，我实际上不得不与客户服务团队合作。这不是我认为代表无济于事，或者他们不会创造积极的服务体验，而是我是一个自然的问题解决者，喜欢自己弄清楚事情。我更喜欢提出自己的解决方案的挑战，并且不会伸出援手寻求客户支持，除非我真正相信自己不能自己解决问题。

我也不孤单。实际上，根据Nuance Enterprise，有67％的客户喜欢使用自助服务选项，而不是与公司代表交谈。bob全站app但是，如果您的客户不想与您的客户服务代表交谈，您如何为他们的问题提供有效的支持？

这是自助服务选项派上用场的地方。这些资源使像bob体育苹果系统下载安装我这样的客户更容易以我们喜欢的方式找到解决问题的解决方案。在这篇文章中，我们将分解哪些客户自助服务以及如何在公司网站上实施它。bob全站app

What is self-service?

自助服务仅意味着客户必须在没有公司员工的帮助的情况下自行完成诉讼或任务。bob全站app除非你住在新泽西州, think about a gas station. Most U.S. gas stations will offer self-service options where you must pump your own gas. Gas stations offer this option because it's relatively easy and simple for people to operate the pumps. The gas station saves money by not hiring extra employees, and the customer is happier because getting gas is a lot quicker.

重要的是要注意，自助服务选项并非仅仅隔离到加油站。现在，杂货店，零售店甚至电影院都提供自助服务选项，以减少客户障碍并改善品牌体验。客户服务已很快成为受这一趋势影响的下一个领域，因为企业现在提供客户自助服务选项，以帮助人们自行解决产品或服务问题。

为什么您应该提供客户自助服务

客户自助服务正迅速成为参照erred method for customer service. That's because self-service options provide customers with faster solutions that they can find on their own time. Rather than having to pick up a phone and wait on hold, customers can use your company's resources to look up answers to simple support questions.

在另一端，您的客户服务团队受益于无需现场重复或类似情况。这减轻了您的入选请求队列的压力，并为解决复杂或独特的客户问题清除了更多时间。现在有更大问题和更直接需求的客户现在可以引起他们所需要的关注，因为您的代表不必花时间回答简单的问题。

Customer self-service is fairly easy to adopt as well as integrate into your customer service offer. If you don't offer any self-service options at the moment, one of the best places that any business can start is with its website. You can use这些自助模板首先，构建知识库文章，培训视频脚本和聊天机器人响应地图。

免费下载

网站自助服务的最佳示例

有很多方法可以添加到您的业务中的客户自助服务。如果您坚持想提出想法，请查看以下示例，以获取一些可以在组织的网站上使用的自助服务选项。

1.添加知识库。

Aknowledge baseis a section of your website that helps customers solve common product issues and answer simple service questions. It includes organized documentation of your products and services and provides customers with articles that can help them troubleshoot their problems. This way, your team can record detailed troubleshooting steps for common customer roadblocks and share them with every user.

一家具有bob全站app直观知识基础的公司是Campaign Monitor。Its knowledge base is easy to find and helps customers navigate to the answer that they're looking for. If you take a look at the picture below, you can see that its main page includes a search bar as well as a list of color-coded categories that each link to related support documents. Additionally, Campaign Monitor's knowledge base has an "app status" feature that will connect users to a status page if there's a widespread issue with the software.

资源：帮助侦察

2.为客户创建产品培训。

您的客户服务代表在学习您的产品和服务时接受的培训受益匪浅。他们对您的产品的运作方式，他们可以期望的常见障碍以及如何最好地为客户的工作流程优化产品。这有助于他们成为您公司的认证产品专家。bob全站app

但是，如果这对您的客户服务代表非常有效，那么您的客户如何不提供同样的培训呢？您的公司可bob全站app以为他们提供有关您的产品和服务的培训，这不仅可以改善他们的客户体验，而且还将表现出奉献精神客户成功。

HubSpot通过其HubSpot Academy课程和认证计划来实现这一目标。这些免费培训提供作为录像的录制HubSpot Academy主页。HubSpot用户可以观看这些视频并完成与之相关的任务，以更加熟悉HubSpot的产品和营销意识形态。一旦完成所有视频和任务，用户就可以进行在线测试，如果通过，将通过2年的认证奖励他们。

What makes these courses great is the gamification aspect that comes along with taking them. When I worked in HubSpot Support, I spoke with countless customers who were so proud to talk about the certifications they had received as well as the ones they were hoping to earn in the future. Even though the certifications were just badges that were displayed on one page next to their username, users loved receiving these certificates as it symbolized the hard work they put into mastering HubSpot tools.

3.提供灵活的自动化功能。

自动化在客户服务方面非常出色，因为它可以节省客户和代表的时间。客户可以使用诸如聊天机器人之类的自动化功能来帮助他们快速找到信息，而无需拿起电话或给团队发送电子邮件。另一方面，销售代表可以设置工作流，以自动向客户发送电子邮件，并提醒他们跟进开放式案例。

在面向客户的自动化方面，重要的是要确保这些功能灵活和直观。客户应该能够以不同的方式提出问题，并为每次查询获得一致的答案。

Take蓝色钻石， 例如。Blue Diamond提供了聊天机器人，该聊天机器人根据与客户的对话提供了独特的响应。首先让客户选择他们有问题的产品，然后介绍可能与客户需求有关的潜在子主题列表。

While most chatbots will stop there, Blue Diamond's has the ability to field direct questions as well. For example, if I were to ask, "Is almond milk gluten-free?" the majority of chatbots would provide me with a few potential documents based on the keywords that it finds in my question. Blue Diamond's chatbot, however, doesn't provide you with page links but instead a simple, direct answer to your question, like in the example below (if you were wondering, yes, almond milk is gluten-free).

资源：蓝色钻石

4.包括升级选项。

福雷斯特认为，2019年，客户将开始对聊天机器人的支持表示强烈反对。这是因为60％的聊天机器人在聊天期间不提供升级选项。取而代之的是，如果客户希望将问题升级为实时代表，则必须直接访问支持线。这可能会破坏您的客户的工作流程，尤其是当他们只是在寻找聊天机器人响应中的一个或两个细节的快速澄清时。

包括升级bob全站app选项的一家公司是欧米茄市场。欧米茄市场uses a messenger tool that fields incoming services requests as chats. If the customer wants to escalate the issue, they can simply request to speak with a live rep at any point during the chat. The rep then asks the customer for their preferred contact method and reaches out directly to continue the conversation in a live environment. While you hope they aren't used often, escalation options are crucial to providing a seamless全渠道经验为您的客户。

资源：精明的解决方案

These examples can be integrated into almost any business's customer service team. If your team is stuck coming up with new ideas, consider adopting a few of these methods to improve customer self-service at your company.

如果您正在寻找有关客户自助服务的更多信息，请查看以下信息图。

有关帮助客户实现目标的更多方法，请阅读最有效的customer service strategies。