The weekly average of support requests has increased by 20% since the start

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Different channels, such as the help center or the community forum, allow people to find answers to their queries at any time. They no longer need to wait long minutes on the phone to get help. Read: 16 Customer Service Tips for Exceptional Service . Less overwhelmed care agents  of the COVID-19 pandemic. Overnight, stay-at-home orders shifted commerce almost exclusively online, forcing businesses of all sizes to grapple with the future of their offices, and planting new foundations for customer expectations . But support agents have also undergone these changes. Indeed, 68% of the agents who said they felt overwhelmed . The good news is that self-service solutions save care professionals from having to answer repetitive questions, giving them more time to deal with complex inquiries that require a more human touch.

Think agility to prevent it . Lower costs for companies The calculation is simple: it is cheaper for customers to solve their own problems than it is to pay support representatives to solve them. Indeed, an issue resolved through Phone Number List self-service alone can cost 80-100 times less than a live interaction, even when there is only one step in the resolution process. However, that doesn't mean you have to give up skilled human agents, just that you don't need a large team to provide excellent customer support. More informed and prepared support teams Customer questions can be a great teaching tool for new support agents. You can see what are the most visited help center articles or what are the most frequently asked questions to your chatbot, and use them in a customer service training.



The great advantage is that this training process will be completely adapted to the reality of your company. Do you still have doubts about the advantages of self-service? Download the eBook "How to manage customer service channels" for free. self-service examples With customers online more than ever, companies are adding more self-service options to reduce ticket volume and meet customer demand for ongoing support. Here's a successful example: fault Avera is a Mexican home appliance brand successfully coping with a 5,500% growth in its e-commerce with the support of Zendesk. With more than 7,000 monthly requests, the company decided to get the most out of Zendesk and migrated to the Enterprise version of the.