“People don’t buy products, they buy experiences.” This quote is fundamental in commerce. Whether it comes to clothing or online shopping, experience has become a competitive product businesses offer.

Customer experience is a rather broad topic, encompassing various aspects. Therefore, providing a great customer experience is a multidimensional effort. One way to get closer to it is by ensuring your customers can swiftly and effortlessly resolve their issues.

Great customer support means a lot of things: fast responses, proactive agents, discounts, and more. It also entails allowing customers to solve their problems on their own, anytime they want.

Scaling Customer Service

The problem with scaling customer service is that it usually increases spending for a business.

Training, tools, and tech must be spot-on to keep up with the demand. You want to make sure every customer’s voice is heard and every issue is quickly resolved, but at the same time, you don’t want to hire an army of support agents.

Cost-effective scaling is a delicate dance between quality and not going broke. A good way to start with it is to optimize existing processes and reasonably invest in automation, making sure the human touch isn’t lost in the shuffle.

One way to scale your support is to implement self-service.

By providing customers with the tools and resources they need to find answers to their questions independently, businesses can improve their support without investing much into expanding the team’s headcount.

In other words, you help your customers help themselves.

Self-service options, such as knowledge bases, FAQs, chatbots, and interactive tutorials, offer 24/7 support so customers can access information at their convenience and avoid all the fuss connected to interactions with a support team.

An Affordable Way to Scale Customer Support

Consumers want to be able to solve their problems on their own (Source: Deloitte’s Customer Service…

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