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Self-service system | Uses and benefits of Self-service

Leverage Kapture CRM's self-service portal to help customers find answers to common questions and perform tasks without agent dependency. Book a demo.

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Self-service system | Uses and benefits of Self-service

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  1. Self-Service: Overview and benefits

  2. What is a Self-service software? • A self-service software helps customers find answers to their questions without having to interact with an agent. • Self-service platforms act like an electronic automated helper for customers looking for answers. • It gives automated responses to the customers at any given time of the day. • Self-service portal also allows customers to perform simple tasks by themselves with no agent dependency.

  3. Did you know? • 81% of all customers try to take care of matters all by themselves even before they can reach out to customer care representatives (Source: Harvard Business Review) • About 77% of all customers have reported using a self-service platform. (Source: Microsoft) • Approximately 67% consumers prefer self-service over communicating with a live representative. (Source: ZenDesk) • About 40% of consumers contact a call center after they have first searched for answers to their queries using a self-service platform. (Source: ZenDesk)

  4. Features of a self-service software • Provides automated responses • Provides immediate customer support assistance • Provides anytime, anywhere customer support assistance • Saves time and reduces human labor • Allows customers to take care of their needs on their own

  5. Why Self-service software is important • It makes sure that no customer queries go unanswered • It maintains engagement even during the off-hours • Helps in pipeline management • Helps in tracking leads • Saves employee time by providing answers to simple questions

  6. Benefits of Self-service software • Reduces overall costs of businesses • Helps by capturing new leads • Makes businesses more productive • Improves customer accessibility due to which sales increase

  7. Benefits of Self-service software • Helps by creating more informed customers • Decreases staff attrition • Increases search engine visibility of the website • Does not miss out on any information while providing answers to the customers

  8. Examples of a Self-service • FAQs- Frequently asked questions • Chatbots, AI • Self-help articles, blogs etc.

  9. If you want to know more about Kapture’s Self-service software Click here for a demo now.

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