Self-Help and What It Means to the Future of Customer Service

Self-help–it’s the sort of thing that everyone wants to be able to do in order to be the most efficient they can be without having to bug someone else or take more time out of their already busy day to track down assistance.  Self-help is becoming the norm in everyday customer service, across many different technology platforms.  But, the question that has yet to be answered is, will the general public accept the self help model of service?  The answer is, if implemented correctly, yes, because it will increase productivity and make customers feel empowered–able to assist themselves without having to ask anyone else for guidance and without having to wait around for answers or instructions.

I can’t tell you how many times I have heard people complain about having to speak to a Help Desk representative because they often sound like they’re just reading from a script, giving no real advice and providing no real insight. Experiences like these offer very little to instill confidence in a customer about the level of service they’re receive.  By giving customers the option of self-help, we’re putting them in the driver’s seat. They can resolve issues for themselves and feel the pride that’s inherent in fixing something on their own.

Support professionals need to be creative in identifying and creating opportunities for customers to embrace the self-help style of customer service, though, in order to encourage the mainstream adoption of the model. Successful self-help relies on detailed and well-informed knowledge base articles, how-to videos, and tutorials. Compiling lists of frequently asked questions is a great place to start–

If we approach development projects with consideration for where we can build self-help options into the software we’re building, we can make it easier for our customers to use and experience the benefits of our solutions. Finding opportunities to place a link or a button that provides immediate access to knowledge base articles that offer step-by-step procedures on how to fix issues are a great example: tutorials and how-to videos make it much easier for users to “see” the application in use, instead of having to read through steps which might be confusing to some. Identifying ways to incorporate both options, like the use of new “multiscreen” software built into many new Samsung phones and tablets, is fantastic because it gives the user the ability to view the help documentation while walking through the necessary steps in the app at the same time.

As developers and support representatives, we need to keep in mind that, the more we can successfully integrate self-help features into the software we build, the more value we’ll provide to the customers using our solutions and the easier it will be for our customers to stay on task without getting waylaid or frustrated. In a society where time is money and instant gratification is expected, this value can’t be overlooked.

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