How to Make Digital Self-Service Amazing

This week, we’re excited to discuss NICE CXOne’s post on improving your customer’s Digital Self-Service experience! As someone with a fair amount of anxiety when dealing with vendors, this was a topic I was very interested in! Everyone’s preference for interacting with a business is different, but according to NICE CXOne, the research shows that 73% of customers prefer to visit a company’s website before contacting customer service. This is definitely in line for me, I generally will try to troubleshoot things on my own first. A lot of customer experiences can be pretty frustrating, especially when my only option is a call center. 

There is a certain appreciation that I am talking to a human, so if my problem isn’t easily sorted into a tidy box, I can talk to an expert who can point me in the right direction. But that is a very delicate balance for having a good user experience. Lots of times, the person on the other side can have bad phone service, making it frustrating to try to talk to them. Or, very understandably, with how this country treats service workers, they can be having a bad day and not be the most kind to me when I am anxious and confused and asking weird questions as a result of not having a full understanding of what I’m asking for help on. 

So it is a very exciting thing for me when I find easy-to-understand articles about fixing my problem, or even if I have the tools for making the changes I need to my service directly. All of these are amazing opportunities to fix my problem on my own rather than have to socialize or potentially get frustrated with an interaction. But, if my problem at that point is too complex, I am more than happy to finally talk to someone via online chat or phone to try to fix the problem!  

All of these options and more are discussed in NICE CXOne’s article, and they even get into tips on how to dive deep into these options for customers and help the flow so that customers can try on their own first but then have an easy way to talk to an agent after that! If you’re interested in getting the specifics of how to make your self-service for customers amazing, we highly encourage you fill out the form to view NICE CXOne’s piece!