There are also those that only offer chatbot assistance (18%) and, to a lesser extent, those that only offer access to online documentation (13%). Meanwhile, 19% said their company doesn’t offer any of these self-service solutions. Availability of self-service tools varies by business size. Employees of companies that have between 51 and 250 employees Mobile List show that these are the ones most likely to offer both solutions (59%); this number drops to 53% in companies with between 11 and 50 employees and to 42% in companies with 2 and 10 employees, according to those interview by Capterra. Of the companies that implement self-service solutions, according to their employees, the main reason for the investment was the intention to improve the “user experience” (55%), considering that, through this type of platform, it can be easier for the customer to obtain assistance.
Which could be an impediment to hiring frontline agents. Online documentation is structure around customer queries The quality of information in an online guide can be fundamental for the client not to need to seek any additionalinformation. When it comes to structuring your documentation online, 41% of respondents by Capterra who work at Indonesia Email List a company that offers this type of support said that their document is bas on frequently ask questions from customers; 16% already do it differently by using their own criteria and 41% use a combination of both. Additionally, when SME employees were ask how they believe their customers rate self-service content, 60% feel their customers find the content useful or clear to understand, while 39% say customers still submit questions through other channels.
Capterra’s customer service survey
It is worth remembering that, in the first part of capterra’s. Customer service survey, which investigat consumers’ opinion about sac, 5 out of 10 consumers cited as a disadvantage. The fact that online documentation is generally. Limited to the most common problems. The result indicates that the companies’ perception. Of the quality of the material present is different. From the customers’ expectations. About the content received to help them. Often, depending on the complexity.of the service or product, to deliver quality content, it may be necessary to also focus. On tutorials or reference documents , and not just questions. And answers in textual format.