Hi everyone, this week we meet again for an article about self-care and customer service. This is an extremely important topic because customer service is increasingly at the heart of corporate strategies. So read on to find out: what is the best way to take care of your customers!
Definition of Selfcare
Self-care is the practice by which customers are given the possibility to manage their account or access support or advice information independently through a website, a mobile application, a chatbot or a voicebot.
As for the customer support service, the customer can access knowledge bases, FAQs or forums to find information.
Self-care is therefore an advantage for the customer since he does not need the after-sales service to answer his question and can do so independently. The advantage for the company is the reduction of support and customer management costs since all the process on simple tickets such as: change your password would be automated.
The different levels of self-care
Let’s put ourselves in the shoes of the customer who is looking for autonomous information without having to wait on the customer service phone line. The first reflex is to go to the FAQ page.
The first level of self-care is therefore to have a FAQ page with frequently asked questions. This is the simplest version for a company but unfortunately not the one preferred by the customer. If the customer’s question is not present, then he will have to call the customer service, if there is one, or send an e-mail, which will lengthen the response time and could make the customer less satisfied with the customer service.
The second level of self-care is an FAQ with a search bar. First of all, it opens up the possibilities on the company’s side because they can put a lot of questions without being afraid of drowning the customer in different questions. And for the customer it is beneficial because he has more chance to find the answer to his question because of the multitude of proposals.
The third level is with a semantic search bar. What is the difference between a classic search bar and a semantic search bar? It’s the rephrasing: for a human saying “when does the store open?” and “what are the opening hours” is the same but not for a classic search bar, it will think they are two different questions. On the contrary, the semantic search bar, which, thanks to the work of a linguist, will make it possible to associate these two questions and give the same answer.
But this work done upstream is very theoretical and does not cover all the possibilities and especially those that will be asked. Because even if you reach the third level, unanswered questions will be asked to the customer service department and will waste time on the customer’s side and on the service side. That’s why I want to tell you about a tool that could be the solution to help you be optimal in customer satisfaction: TeamBrain.
If we were to stay with the level format, TeamBrain is the fourth level:
TeamBrain has an automatic semantic search bar, which means that you don’t need to hire a linguist, it is self-learning, which means that all questions that are not answered by experts are added to the database. And finally there is no setup and the database is built up as and when customers ask questions, so it is only relevant questions.
To learn more about this tool I suggest you watch our video about automation:
In short the level of automation
I hope that through this article you have been able to improve your knowledge on the different levels of FAQ and how to benefit your business.
Until the next article I wish you a wonderful week!
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