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The Definition of Customer Self-Service Application that You Need to Know

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In the midst of the progressing digital era today, all daily activities are now becoming easier and more efficient thanks to various types of applications that offer many products and services that help our daily tasks more quickly and conveniently. Many companies continue to adapt and create various innovations to meet the demands and demands of customers who want a faster and simpler process in transactions and other purposes. For this reason, with the existence of a Customer Self-Service Application, these demands can be realized easily.

A customer self-service application is a type of self-service that allows customers to freely carry out their own activities with the help of electronic media without having to involve a business place’s staff or waiters to fulfill their needs or goals.

Today, self-service applications are becoming the preferred method of customer service. This is because self-service applications offer faster solutions that customers can find themselves, compared to having to contact and wait for customer service staff. Customers can easily see what information the company provides to answer questions and find simple solutions they want to know.

Both companies and customers will benefit from implementing this customer self-service application, which are as follows:

  • Improves user experience

Many people find it quicker and more convenient to find answers on their own accord without having to contact customer support. In many types of industries, most of their customers look for solutions themselves first before contacting customer support.

  • Increases sales

Many customers tend to cancel transactions in order to find faster transactions, because they need a faster response rather than having to wait for customer support requests to answer the questions they want to ask before deciding to transact. So, if the information that customers want to know can be found more quickly, the customer will most likely use that information right away before making a transaction.

  • Reduces operational costs

Customer support costs can be reduced by switching to a self-service application. This can happen because the company does not need to recruit many employees to serve customers, especially if the number of their customers is quite large.

  • Availability of customer support around the clock

The service application can be available at any time to serve customers at any time, while the customer support manual is only available for certain hours during a few days or as determined by the company.

  • Staff become more productive

Self-service applications can reduce the number of the same questions so that staff can work more effectively and efficiently, and they can focus more on handling more complex requests. In addition, of course, the number of queues is also reduced.

  • Minimizing errors (e.g. human error)

Self-service applications are also able to minimize errors that are often made by humans, for example incorrectly taking notes, making orders, and so on. This of course can make customers disappointed. Therefore, you can use self-service applications to reduce and avoid human errors.

In addition to its advantages, self-service applications also have disadvantages that need to be considered in order to avoid and to minimize the risks that may occur. These drawbacks include:

  • Some people are not yet technologically literate

The application of self-service applications is still in the transition stage, because many people do not fully understand and understand how to use technology, especially in remote areas. Even some of them do not want to accept it, because they think technology is something complicated and they are used to being served directly by human staff.

  • Completely irreplaceable staff

Although this self-service app can replace humans in performing some tasks, most of the tasks that can be replaced are just basic and simple tasks. No matter how sophisticated the technology is, humans are still needed to handle complex customer requests, because humans can think cognitively and have the empathy needed by customers.

  • One system error can affect everything

Companies must implement an integrated system of checks and audits if they want to use this technology. This is done to ensure that all systems run well and do not harm the customers. Because this technology depends on check-up tools and is integrated, an error in one system can significantly affect other systems. If the company does not anticipate this possibility, it will result in chaos because the staff who used to serve customers are not available.

Now that we’ve read the explanation about a customer self-service application, companies can adopt this kind of app to support their business success and adapt to technological advances to help existing processes in order to be faster and easier in meeting the needs of their customers. For more information about examples of these applications by AdIns, you can read the following articles.

https://www.ad-ins.com/id/sistem-customer-self-service-untuk-multifinance/.

https://www.ad-ins.com/id/aplikasi-kredit-customer-self-service/.

Reference:

https://blog.hubspot.com/service/customer-self-service

https://www.helpscout.com/helpu/self-service/#what-are-the-benefits-of-customer-self-service

https://learn.g2.com/customer-self-service?hs_amp=true

Photo source:

https://www.freepik.com/free-vector/end-user-with-magnifier-finding-information-laptop-with-headset-customer-self-service-e-support-system-electronic-customer-support-concept-illustration_11669076.htm#query=End%20user%20with&position=4&from_view=search