{"id":35866,"date":"2022-10-20T15:37:08","date_gmt":"2022-10-20T15:37:08","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=35866"},"modified":"2022-10-21T10:13:19","modified_gmt":"2022-10-21T10:13:19","slug":"how-to-craft-a-winning-customer-service-strategy-using-self-serve","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/how-to-craft-a-winning-customer-service-strategy-using-self-serve\/","title":{"rendered":"How to Craft a Winning Customer Service Strategy Using Self Serve"},"content":{"rendered":"\"Automatic\n

Raghavendra Rao, Director of Customer Excellence at Sprinklr<\/a>, outlines three steps to build a customer service strategy centered around self-service.<\/strong><\/p>\n

Have you ever been in a situation where you were running late for a flight, and an airport self-service kiosk saved the day? For starters, airport self-service kiosks speed up the formalities of boarding a flight, making life easier for staff and passengers. It\u2019s a win-win.<\/p>\n

Why do you need self-service to improve customer service?<\/strong><\/p>\n

An impeccable customer service strategy focuses on having excellent interactions \u2014 it is not about your agents meeting their\u00a0SLAs<\/a>\u00a0but ensuring that every interaction with customers is pleasant, helpful, and memorable.<\/p>\n

“Go the extra mile rather than letting your customer travel miles to get a solution!”<\/strong><\/p>\n

Not every customer is looking for an agent to resolve their issues neither does every problem need an agent intervention. Get an insight into the channels your customers prefer and guide them towards solutions by building a self-service system as a part of your customer service strategy.<\/p>\n\"Complexities \"\"\n

Three steps to build a customer service strategy centered around self-service<\/strong><\/p>\n

1. Start by scoring your customer interactions\u00a0<\/strong><\/p>\n

A needle and a sword are two equally useful tools. As the famous idiom goes, why use a sword when you get the job done by a needle? Categorizing a complaint helps you understand if the query at hand could be solved by a needle or a sword. Most often, you will realize that all you need is a bot with a canned response to resolve a query. Human intervention isn\u2019t required at all!<\/p>\n\"Simple\n

The first step is to have a framework to objectively categorize customer queries\/complaints. Start by scoring them as per their complexity, severity, and effort. It helps you understand the context of the query and map the right channel for resolving it later.<\/p>\n

\"Customera. Determining Query Complexity [High – Low]<\/strong><\/p>\n

    \n
  1. Is the answer readily available?<\/li>\n
  2. What information do I need to resolve the query?<\/li>\n
  3. Can it be handled by automation, BOTs, a knowledge base, or an\u00a0agent?<\/li>\n<\/ol>\n

    Example<\/strong>: <\/b>Query – I need help programming my Amazon Fire Stick remote.<\/p>\n