Do Your Customers Want to Self-Serve?

By Peter Ord
Nov 19, 2018

The most professional companies in the world are creating customer experiences where little to no human interaction is required.   These companies are changing the landscape of how consumers and customers expect to be treated when they buy a service, product, or feature from your business.

Amazon provides a link to a portal where their customers can view the progress of a shipment…

Dominoes provides a pizza tracker that notifies customers when the cheese is going on…

Many other large companies are following this trend because they understand that initial impressions and good customer service creates life-long evangelist of products and services even if their product is priced at a premium.

The need to update customers in real-time on products and services that require engagement and build out is now a requirement for your clients.  5 years ago, a weekly email to the customer outlining deliverables and setting correct expectations was amazing customer service.   Fast forward to today… if customers are sent a daily text, email, or phone call; anxiety builds up, customers begin to doubt, they think you don’t care, and you run the risk of starting off on a bad foot when all intentions were nothing but positive.

The only way to solve for this problem at scale is to automate communication to your customers as it revolves around key deliverables, task assignments, and project progress by providing a portal for your customers to collaborate on.

We ran an interesting study here at GuideCX and measured customer engagement as it revolved around time of day.  We measured over 1000 customer task assignments. 912 of which were completed or updated by the customer.  That’s 91% of customers and consumers engaging and self-serving.  What was interesting is when they chose to “self-serve”.  Over half of the 91% completed their tasks in the off hours (after work).

This brings up an important question.

How easy do you make it for your new customers to get you the information you need and for them to get the information they want in the off hours when they are not doing their day job?

Understanding your customer behavior will better help you serve their needs.

If you are looking for a platform that’s capable of all of the above and more, request a demo from us or simply chat with us through the bubble in the lower right-hand corner of your screen.  GuideCX focuses on helping companies streamline their implementation experience by offering greater transparency, accountability, and engagement for all parties that participate in launching products and services.  Introduce your customers to a more refined customer experience!

Peter Ord

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