Today’s customer expects more. They want a unique solution that favors them as an individual. As much as most business owners believe that excellent customer service only happens when there’s someone to offer assistance or answer customer questions, that may not always be the case.
The truth is, sometimes, customers prefer doing things on their own without reaching out for help. This, however, doesn’t brush off the importance of human support in businesses and companies. They need to co-exist because excellent customer service involves integrating one-on-one support with self-service.
One example of a self-service solution that most businesses, like banks and fast-food restaurants, currently use is the bill payment kiosk. The machine is operational 24/7 and can receive payment in exchange for a good or service.
Other examples of self-service solutions include the following:
- Automatic Telling Machines (ATM)
- Supermarket barcode scanners
- Booking kiosks
- Online banking services
- Hotel automated service
- Booking kiosks
- Airport self-service
- Self-ordering in restaurants
- Self-service parking
Incorporating self-service solutions is beneficial to business owners and customers in the following ways:
1. Enhances Flexibility
Customers’ expectations have been rising as they want to experience convenience and flexibility when getting services from businesses. They prefer to avoid the hassle of rushing to an office within office hours to buy a product or get served but want to do it at their convenient time. With self-service solutions, they’re able to achieve this.
Businesses are trying to integrate self-service technologies like portals where customers can log in, ask queries, or order their needed services. Not only is it beneficial to the customers, but also to staff members.
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The reason is that they also experience flexibility, in that they can work remotely any time they want without worrying about who’ll serve the customers.
With self-service solutions, customers can make and process payments independently from the comfort of where they are. This is advantageous in the following ways:
- Time-saving
- Enhances safety
- Cost-effective for the business
This flexibility is essential for both your staff and customers. The reason is that it boosts your workers’ morale and helps enhance customer retention.
2. Boosts Efficiency
Efficiency is essential for the survival of any business, especially considering that the global economic situation is worsening.
One way through which self-service solutions enhance the efficiency of a business is when they lower its operating costs. Companies no longer have to invest so much in expenses like phone query charges because most services have been automated. Thus, individuals can get their queries answered just at the click of a button. The amount that would have been used for this purpose is directed to cater to other organizational needs.
Additionally, with self-service solutions, businesses can meet their customer’s needs and queries on time. They can get answers to their questions through the artificial intelligence or AI-integrated chatbot on most organizational websites. In this regard, workers spend less time on repetitive work, thus redirecting their energy to other organizational tasks.
3. Improves Customer Service And Experience
According to a survey, 67% of customers prefer to take care of matters independently without contacting support. The good thing about self-service channels is that they can help customers achieve this because they exhibit the following characteristics:
- Reliability
- Accuracy of customer information records
- Security of your data and transactions
- Dependable responses
And since self-service solutions have replaced the worker standing behind the desk and handling the cash register in a setting like a hotel, they can now focus on other roles to make the customer comfortable. For instance, they can be the ones to receive them at the entrance and show them where to sit. Moreover, this can be an opportunity to learn other tasks like the organization’s inventory management.
Other ways self-service increases customer satisfaction includes the following:
- Enhanced Customization: One tactic to increase customer satisfaction is offering exactly what they want. For example, if your business has a self-service kiosk, ensure it has all the options of what the customers may be looking for on the screen.
Say they’re purchasing a router. In this case, you’d want to include the installation and service plan package on the kiosk. This can help them choose whether to sign up for your services or do the installation independently.
Such options give them a heads-up about what they must do after purchasing your product or service. Thus, they can choose to sign up for your after-sale services or not. While in this process, they don’t feel any pressure when deciding compared to dealing with a physical cashier or seller.
Furthermore, there’s a tendency that the cashier might forget to explain certain offers related to purchasing a product, especially if the customers are many. On the flip side, an AI-integrated self-service kiosk can’t forget. So customers will always get up-to-date information on everything entailing purchasing the product and deciding what they want.
- Reduced Queues: Many prefer to avoid seeking services from companies where they’re sure they’ll get a line. This adversely affects a business because it must attract more customers and not scare them away.
With different self-service kiosks, you can reduce the number of people waiting in one line to make a payment or place an order. The machines are faster and more efficient in minimizing customer waiting time. In addition, they help the staff accelerate the rate of offering the chosen goods or services to the individuals at the pick-up or teller stations.
Giving your customers the best services and experience should be one of your objectives as a business. With self-service solutions, you can fulfill that, as discussed above.
4. Boosts Company Sales
No one likes indulging in something in which they’re unsure or uncertain of the outcome. Many times, most customers stop a purchase after experiencing a delay.
Fortunately, most self-service solutions are reliable, which means customers can access them anytime. Because of this, you don’t have to wait so long with these systems. This is one of the primary reasons it attracts many customers and, in effect, increases sales.
Another way through which self-service has increased sales is by effectively sending multiple messages. The system can detect the customer behavior. Because of this, the system can create multiple messages suitable for them based on the customer’s purchasing patterns. The customers feel like they belong, which can translate to regular purchases, ultimately boosting corporate sales.
Other ways through which self-service technologies increase sales include the following:
- Reduced ordering time, allowing the system to serve as many customers as possible
- Displaying discounted items to move inventory
Self-service technologies can handle the above task more effectively compared to manual labor. In effect, your chances of improving your sales may increase.
5. Reduces Strain On Employees
There are peak periods when there’s a lot of work, and every worker strives to meet client deadlines. In such moments, there’s usually a lot of pressure and stress in the workplace. This pressure isn’t only felt by employees but also by customers.
Workers are highly likely to make mistakes in such an environment because they often feel frustrated. When they lose their morale, chances are high that they’ll deliver low-quality work, and customers will feel dissatisfied with the services offered. Ultimately, this may have an adverse effect on the business and will be a challenge in retaining customers. The overall turnover can also be reduced.
However, if you’ve incorporated self-service technologies like the kiosk, it helps ease tension and pressure at work. The reason is that customers will do most things independently, and the workers only come in when they need to handle a complex task or if a customer is stranded.
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This helps increase the motivation, productivity, and quality of team members’ work.
6. Builds Your Brand Image
Most businesses strive to automate their systems to enhance efficiency and outshine all other companies. One way of doing that is incorporating self-service solutions alongside 24/7 support. So, if your business has discovered this secret, there’s a high likelihood that you’ll gain a strong brand reputation and image.
Customers who get your products or services seamlessly will recommend you to their friends, allowing the business to gain more clients. This not only translates to an enhanced brand reputation, but you’ll also gain a competitive advantage over similar businesses.
Conclusion
Self-service solutions are part of the trend in business today. Most customers prefer doing everything by themselves without asking for any support. There are many benefits of integrating self-service solutions in your organization.
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For instance, your brand will have a positive public image, and you’ll have enhanced customer retention and loyalty. Also, your customers and workers will enjoy flexibility and great satisfaction.
When integrating self-service into your organization, ensure you think critically, of course, with the help of a professional to meet your customer needs. Try and go beyond the search box at the top of your page and create links and pop-ups that answer potential questions your customers may have. You must also provide in-depth answers to avoid leaving your customers confused or hanging. That way, you’ll be among the top-performing business and outshine similar companies.