{"id":4979,"date":"2018-08-09T15:36:05","date_gmt":"2018-08-09T15:36:05","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=4979"},"modified":"2023-05-02T15:44:05","modified_gmt":"2023-05-02T15:44:05","slug":"deep-dive-self-service","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/deep-dive-self-service\/","title":{"rendered":"Deep Dive: Why You Need Self-Service in Your CX Strategy"},"content":{"rendered":"My dad recently told me he\u2019s never used an ATM in his life.\n\nI was incredulous. I almost exclusively use ATMs, only stepping foot inside my bank when absolutely necessary.\n\nAutomated teller machines have been one of the most widely used forms of self-service technology since <a href=\"http:\/\/content.time.com\/time\/specials\/packages\/article\/0,28804,1914560_1914558_1914559,00.html\" target=\"_blank\" rel=\"noopener\">their debut<\/a> in in 1967.\n<h3 style=\"text-align: center;\"><a href=\"https:\/\/www.walkme.com\/pages\/self-service-n-wm\/?eco=cx&amp;adin=deep-dive-self-service-ll01&amp;land=self-service-n-wm&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\">Raise your customer experience to new heights with self-service tools.<\/a><\/h3>\nMy dad is an outlier. Most people would prefer to use an ATM than make a trip to the bank, fill out a form, and wait in line just to withdraw cash.\n\n<strong>As more aspects of people\u2019s work and personal lives become digitized, what was once a preference for self-service has become the expectation.<\/strong>\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4983\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_361250489-1.jpg\" alt=\"self-service ATM\" width=\"1000\" height=\"667\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_361250489-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_361250489-1.jpg?resize=300,200 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_361250489-1.jpg?resize=600,400 600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\nThe beauty of the self-service phenomenon is that it kills two birds with one stone. It answers customers\u2019 need for convenience and speed while lowering overhead costs. It also frees up company staff to focus on the high-touch interactions that influence the overall customer experience.\n\nOn the flip side, companies that do not offer self-service will quickly fall behind competitors.\n<h2>Self-service drives self-sufficiency<\/h2>\nSelf-service capabilities aren\u2019t limited to ATMs and other standalone technology. They can be integrated into various digital tools, such as enterprise software, mobile apps, and online stores.\n\n<a href=\"https:\/\/www.gartner.com\/it-glossary\/customer-self-service-and-support\" target=\"_blank\" rel=\"noopener\">Gartner defines<\/a> self-service as <strong>\u201ca blend of customer-initiated interaction technologies that are designed to enable customers to service themselves.\u201d<\/strong>\n\nSome examples include chatbots, context-sensitive guidance prompts, FAQ pages, and knowledge bases.\n\nThese capabilities eliminate the need for users to call customer support or IT every time a problem arises by enabling them to solve simple issues on their own.\n\nThey also unleash new efficiencies in your customer support and IT help desk. Instead of clogging your support teams\u2019 workflow with low-touch, mundane queries, they can use their expertise to focus on high-touch help cases.\n<h2>Consumers are demanding a self-service option<\/h2>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4984\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_515369740-1.jpg\" alt=\"self-service tools\" width=\"1000\" height=\"600\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_515369740-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_515369740-1.jpg?resize=300,180 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_515369740-1.jpg?resize=296,177 296w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\nIn the digital age, the average American spends 23.6 hours per week online, according to the <a href=\"http:\/\/www.digitalcenter.org\/wp-content\/uploads\/2013\/10\/2017-Digital-Future-Report.pdf\" target=\"_blank\" rel=\"noopener\">Center for the Digital Future<\/a>.\n\nIssues are bound to arise when people spend this much time using digital tools. Users want a solution that is convenient and efficient.\n\n<strong>People don\u2019t just prefer a self-service option, they expect it.<\/strong>\n<ul>\n \t<li><strong>92% of U.S. customers<\/strong> expect a brand or organization to offer self-service (<a href=\"https:\/\/download.microsoft.com\/documents\/en-us\/dynamics\/Global_State_of_Multichannel_Customer_Service_Report.pdf.pdf\" target=\"_blank\" rel=\"nofollow noopener\">Microsoft<\/a>)<\/li>\n \t<li><strong>50% of U.S. customers<\/strong> have a more favorable view of companies that offer a mobile responsive self-service portal (<a href=\"https:\/\/download.microsoft.com\/documents\/en-us\/dynamics\/Global_State_of_Multichannel_Customer_Service_Report.pdf.pdf\" target=\"_blank\" rel=\"nofollow noopener\">Microsoft<\/a>)<\/li>\n \t<li><strong>Nearly 75% of consumers<\/strong> would rather solve customer service issues themselves, instead of relying on customer support (<a href=\"https:\/\/www.aspect.com\/uk\/company\/news-and-events\/press-releases\/customer-serve-thy-self-new-study-reveals-millennials-desire-for-self-service-digital-interaction-to-change-customer-service-forever\" target=\"_blank\" rel=\"nofollow noopener\">Aspect<\/a>)<\/li>\n<\/ul>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter  wp-image-4982\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Why-self-service-needs-to-be-part-of-your-CX-strategy-1-e1533823814745.jpg\" alt=\"self-service strategy\" width=\"535\" height=\"535\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Why-self-service-needs-to-be-part-of-your-CX-strategy-1-e1533823814745.jpg 800w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Why-self-service-needs-to-be-part-of-your-CX-strategy-1-e1533823814745.jpg?resize=110,110 110w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Why-self-service-needs-to-be-part-of-your-CX-strategy-1-e1533823814745.jpg?resize=300,300 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Why-self-service-needs-to-be-part-of-your-CX-strategy-1-e1533823814745.jpg?resize=445,445 445w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Why-self-service-needs-to-be-part-of-your-CX-strategy-1-e1533823814745.jpg?resize=600,600 600w\" sizes=\"auto, (max-width: 535px) 100vw, 535px\" \/>\n<h2>Self-service drives customer loyalty<\/h2>\nOffering a self-service option shows your customers that you value their time. It demonstrates a strong commitment to the <a href=\"https:\/\/www.walkme.com\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener\">customer experience<\/a>, which helps drive retention.\n\nPeople want a seamless, efficient digital experience. Whether they\u2019re shopping, online banking, or using enterprise software, users expect technology to work for them.\n\nWhen they experience friction, they want around-the-clock access to help services. At the same time, they want these services to be as unobtrusive and efficient as possible.\n\nTechnology that enables self-service supports this seamless experience. The end result is a better customer experience and a more meaningful relationship with your brand.\n<h2>Enterprise tools need a self-service solution<\/h2>\nThe digital workplace is a hotbed of technology. Businesses often have digital systems for human resources, customer relationship management, finance, business intelligence, and more.\n\nFor employees, gaining proficiency on multiple platforms is a major challenge.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4986\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Untitled-design-27-1.jpg\" alt=\"employee frustration\" width=\"1000\" height=\"600\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Untitled-design-27-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Untitled-design-27-1.jpg?resize=300,180 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/Untitled-design-27-1.jpg?resize=296,177 296w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\nWorkplace technology can be a serious <a href=\"https:\/\/www.walkme.com\/blog\/employee-experience\/\" target=\"_blank\" rel=\"noopener\">source of frustration<\/a> and stress. Self-service tools remedy this issue because they help users quickly and efficiently find solutions when they encounter friction.\n\nWhether they get stuck on a process, make an error, or attempt to use an unfamiliar feature, self-service helps prevent confusion and improve the <a href=\"https:\/\/www.walkme.com\/blog\/great-ux-balancing-act\/\" target=\"_blank\" rel=\"noopener\">user experience<\/a>.\n\n<strong>The result is lower employee stress, greater productivity, and fewer support tickets.<\/strong>\n<h2>How do these tools work?<\/h2>\nSelf-service can come in many forms. It can be as basic as an FAQ page that provides solutions to common problems. It can be a business\u2019s \u201ccommunity\u201d platform, where users can communicate with one another and experts within the company.\n\nArtificial intelligence, machine learning, and <a href=\"https:\/\/www.walkme.com\/blog\/automation-technology-customer-experience\/\" target=\"_blank\" rel=\"noopener\">automation<\/a> create more sophisticated self-service opportunities.\n\nChatbots and context-sensitive guidance prompts are great options because they are proactive and deliver help in real time.\n<h2>Self-service in action<\/h2>\nImagine you\u2019re the CIO of a bank. One of your customers is trying to make a transfer via his online portal, but he gets stuck. He can\u2019t proceed because he doesn\u2019t know the routing number for the account from which he wants to send the money.\n\nWithout a self-service option, your customer might call the bank for help. Or he would navigate away from the page to look it up, only to start the process over again later.\n\nInstead, what if he could ask a chatbot that appears onscreen? After using the customer\u2019s security questions to identify his account, the chatbot could send him the routing number in a verified message.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4985\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_722643676-1.jpg\" alt=\"chatbot\" width=\"1000\" height=\"667\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_722643676-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_722643676-1.jpg?resize=300,200 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_722643676-1.jpg?resize=600,400 600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\nOr imagine your employee needs to complete a task on your HCM platform. However, your cloud-based system recently released an upgrade, and now your employee doesn\u2019t know where to click to begin the process.\n\nIf you had a <a href=\"https:\/\/www.walkme.com\/pages\/dap-corporate-3-engage-technology\/?eco=cx&amp;adin=deep-dive-self-service-al03&amp;land=dap-corporate-3-engage-technology&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\"><strong>Digital Adoption Platform (DAP)<\/strong><\/a>, it could send a pop-up prompt to guide your user. Using machine learning and artificial intelligence, the DAP would know which functions your employee usually needs. It would ask if she wants to complete one of those tasks, then guide her through it using highlights and pop-up instruction prompts.\n\nNo need to flag down IT, no need to ask a colleague for help. Your employee has the tools she needs to solve the issue herself.\n<h2>3 self-service best practices<\/h2>\nConsider these tips before creating your self-service strategy.\n<h3>1. Make it proactive and convenient<\/h3>\nSelf-service tools should be intuitive and effortless. Don\u2019t make your users learn or work hard to use them \u2014 they\u2019re supposed to resolve friction, not add to it.\n\nIn a fast-paced digital world, people have no patience for delays. The majority of customers (73%) say valuing their time is the most important aspect of customer service, according to <a href=\"https:\/\/go.forrester.com\/blogs\/16-01-28-online_self_service_dominates_yet_again_why_its_an_effortless_way_to_get_to_your_answers\/\" target=\"_blank\" rel=\"nofollow noopener\">Forrester<\/a>.\n\nMake sure your self-service option can proactively deliver relevant, useful information with a minimal number of clicks.\n<h3>2. Make personalization a key feature<\/h3>\nYour users\u2019 needs should be at the core of your self-service offering.\n\nData, such as user history and context, should inform personalized troubleshooting and guidance. The more a user interacts with your self-service solution, the more it can learn and offer personalized support.\n<h3>3. Remember that it\u2019s only part of your support strategy<\/h3>\nSelf-service should complement, not replace your human support services.\n\nGiving users a self-service option can enhance their experience and minimize frustration, but nothing can replace human-to-human interactions. There will be circumstances when the easiest and most effective solution is not a chatbot, but talking to IT or customer support.\n<h2>The implications of self-service<\/h2>\nAdding self-service capabilities can create new efficiencies internally and improve your customer experience, but there are also some implications to think about.\n\nBecause self-service technology handles the simple, low-touch issues, the inquiries that reach human support agents will be more complex.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4987\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_695926525-1.jpg\" alt=\"customer support\" width=\"1000\" height=\"667\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_695926525-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_695926525-1.jpg?resize=300,200 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/shutterstock_695926525-1.jpg?resize=600,400 600w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\n\nYour IT and customer support personnel must be prepared to solve more challenging problems. This means they must possess soft skills to calm frustrated customers. It probably also means you need to provide better training, or pay more to hire more qualified staff.\n\nAnother question to consider is what to do with the additional capacity your self-service strategy will produce.\n\nLeaders must decide how to use the freed up capacity. Some might take the cost savings opportunity to hire fewer workers. But the most strategic technology leaders will evolve employees\u2019 roles to take on more interesting tasks and work alongside self-service tools.\n<h3 style=\"text-align: center;\"><a href=\"https:\/\/www.walkme.com\/pages\/selfservice-s-wm\/?eco=cx&amp;adin=deep-dive-self-service-ll02&amp;land=selfservice-s-wm&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\">Lower support costs and optimize your user experience with self-service technology.<\/a><\/h3>","protected":false},"excerpt":{"rendered":"My dad recently told me he\u2019s never used an ATM in his life. I was incredulous. I almost exclusively use<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":4980,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[191,297,189],"class_list":["post-4979","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-self-service-strategy","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Deep Dive: Why You Need Self-Service in Your CX Strategy - WalkMe Blog<\/title>\n<meta name=\"description\" content=\"When your customers encounter friction, they don&#039;t just prefer self-service solutions, they expect them. 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