When it comes to customer service, you can be overwhelmed by the rising number of service tickets that you get. It can be a total nightmare.
In a nutshell, an increasing number of service tickets and not enough agents to handle them is a complete support overload.
What’s more, 59% of shoppers expect to receive quality customer support from a brand while 70% expect to receive proactive customer service. And, receiving answers via tickets is definitely not the best way possible to provide instant support to customers.
So, with a limited support team, you may not be able to handle large ticket volumes. And customers do not want to be kept waiting for support staff to connect with them to sort out simple queries.
Wondering How to Reduce Ticket Count?
The solution may not be in hiring more live agents. It can be as simple as introducing the concept of self-help instead. Driving this key fact home lies in the fact that over 90% of contact centers in the US have slowly migrated to offering customer support via non-voice based interactions, for example, chat and emails.
Self-Service Is the Answer to Reducing Customer Tickets
2019 customer support is surpassing engagements with clients at a rapid pace because the world is more focussed on the highly connected customer. Therefore, businesses are more inclined to offer self-service incorporated customer service to reduce support tickets.
The idea of self-help basically revolves around empowering customers to solve issues themselves. With the Harvard Business Review stating that 81% of customers are eager to resolve their own problems before reaching out to customer support staff goes on to reinforce the concept even more.
Introducing the Customer Support Knowledge Base
The Coleman Parkes survey says that 91% of consumers would use a customer support knowledge base if it was made available to them. It is basically a web-based library or a map. This provides customers with the necessary information about anything and everything related to the services and products offered by the business.
By integrating the knowledge base software with the customer support service, it becomes a great repository of information that can be used by both customers and employees. With time, it can be developed into a go-to reference guide for the most common issues and queries.
Take a look at how this can be done with this smart tool:
1. Have Relevant Content Online
Ensure that the content that you include in your knowledge base is relevant to what your customers need to access, organized systematically. As you create a knowledge base, you must ensure that all basic topics have been covered so that responding to their resolution requirements is a simple process. This will ultimately go on to influence their purchase decisions.
2. Use Multimedia to Simply Solutions
If the products or services being offered by your business are quite complex, then you may consider employing videos or images. It is best to have the processes broken down into multiple steps so that your customers have a better understanding of the steps involved.
3. Advertise Your Knowledge Base
If you are looking for ways on how to reduce your customer tickets, you must popularise your knowledge base with your customers. Strategize on using search engines to improve the visibility of your website. To keep in mind that you need to have a reliable host server to support an increasing number of your customers accessing the knowledge base.
4. Incorporate a FAQ section
Start by reviewing customer support data. This will help you determine the most common issues that plague your customer. Compile a list of questions and answers and present this information in a logical manner that offers answers to these questions. This automatically minimizes the number of customer service tickets.
5. Update Information Frequently
You need to constantly review your knowledge base topics and keep updating the content as and when there is a change in the represented information. Outdated content can again lead to an increase in customer tickets as your clients will be accessing information that is no longer valid.
6. Be More Proactive, Not Reactive
At times, the customer queries submitted may lack a definite direction. Incorporating keywords with your knowledge base can simplify their search process and help them find answers to their questions.
7. Integrate Your Knowledge Base with Multiple Channels
Your website should be designed to accommodate multi-channel access to your knowledge base. Integrate it with entry points like live chats, community discussions, etc. Your business, undoubtedly, gains more exposure to your customer base, and the client relationship continues without falling through the cracks.
Self-Service Is the Future Of CX
It is about offering a customer experience by enhancing the productivity of your customer support staff that will bring your clients back to you wanting more. And businesses across the globe agree with this logic. In fact, 74% of corporate leaders have acknowledged that CX is the primary reason why self-service channels have become so essential to the business.
Hence, it is not really surprising that establishing self-service channels of customer interaction produced tangible outcomes resulting in an increase in revenue for the business and a rise in customer loyalty too. Needless to say, these results can only be driven by the adoption of self-reliance.