Why You Should Be Giving Your Customers Self-Service Options

by Admin August 3, 2017

As retailers and businesses of all types move increasingly into omnichannel marketing and customer service, the importance of giving customers self-service options has increased dramatically.

If you’ve ever had to wait on hold to reach a customer service agent by phone, or wait hours or even days for a response by email, you probably already know the frustration of not having better self-service options.

According to Forrester, 70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or email. In fact, in 2014 Forrester found for the first time ever that self-service customer support outperformed phone agents in user preferences. Respondents reported using FAQ pages on a company’s website more than speaking with an agent over the phone.

The use of help and FAQ pages has increased significantly in recent years, and so has the use of online communities, virtual agents, and online chats. According to Gartner, by 2020, customers will manage 85% of their relationship with an enterprise without interacting with a human.

However, consumer preferences and trends toward self-service are not limited to the online channel. In brick-and-mortar stores, consumers are increasingly interested in self-service options as well.

If you have ever had to stand in line, wait to check out, or track down a store associate to get a price or locate an item, you’ve probably experienced the pitfalls of not having self-service options in a retail store.

The 2015 global shopper study by our partners at Zebra Technologies found that well over half of consumers agree that providing self-help technologies in stores improves the shopping experience, with 67% citing price checkers, 58% citing self-checkouts, and 56% citing digital kiosks.

These technologies allow customers to find and access products, pricing, and information quickly, on their own terms. They also enable faster, more automated checkouts and even online ordering and shipping of out-of-stock items.

Bringing Self-Service Options to Your Customers

Given the latest trends and the potential benefits for you and your customers, you should be considering a self-service strategy and exploring ways to implement self-service options.

Whether you’re running a business in retail or you’re providing other products and services through an omnichannel model, providing a variety of self-service options will increasingly be the path to more sales, better customer satisfaction, and repeat business.

It’s also why retailers are looking to create a seamless shopper experience by integrating e-commerce and in-store experiences. Seventy-eight percent of retailers are planning to do this, and by combining digital e-commerce and self-service with in-store shopping, order pickups, and returns, they will create a unified experience that offers the best of the online and in-store worlds to their customers.

At ASI, we’re helping businesses increase self-service options and create a unified omnichannel customer experience through expert consulting, systems design, and the power of Zebra Technologies.

Our partners at Zebra are the world leaders in mobile computing, digital kiosks, barcode and RFID scanning, printing, and automated data collection. They help retailers and other businesses provide self-service options and create omnichannel experiences that enhance customer service and give businesses a competitive edge in meeting the preferences and expectations of today’s consumers.

From its innovative Personal Shopping Solution to digital kiosks, mobile price checkers, and point-of-sale technologies, Zebra Technologies equips our consulting team to design systems that deliver outstanding self-service in brick-and-mortar locations. We also partner with Zebra to develop the systems to power great online self-service with increased automation, tracking, and visibility into every aspect of your operations.

Contact us now for a free consultation and to learn more about our Zebra-powered self-service and Service 2 Go solutions for your customers.

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