Customers are happier when they can find answers to their questions on their own. Smart Tribune’s customer self-service solutions put your customers at the heart of the customer service experience while helping your support teams be more effective at everything they do.
Today’s customers are demanding. When they need help, they want immediate access to timely and relevant information to address their needs wherever they are along the customer journey.
Our full suite of smart customer self-service solutions does just that.
Customer self-service basically means giving customers multiple waysfrom dynamic help centres to AI-powered chatbots—to get immediate answers to their questions on their own. At any time of day. On any device. And in whatever format is most comfortable or convenient for them to use. Simply put, it’s a way for businesses to offer customer service that “never sleeps.”
This is the future of customer service—and the brands that realize this now will leap far ahead of the competition for years to come.
Still not convinced? Customer self-service offers a lot of benefits for businesses and customers:
Customers enjoy being self-sufficient. When they have questions, they expect to find answers quickly and easily—and preferably without having to contact customer support. Providing this essential information, in context at every point along the customer journey, is how customer self-service solutions come to the rescue whenever your customers need it most.
Customers like to feel satisfied. There is nothing more satisfying than getting a question answered without having to search high and low. Customer happiness is no longer just tied to the products and services you offer. It comes down to customer effort: how easy you make it for them to interact with your brand and get things done.
Customers want to be recognized. The customer experiences that stand out the most are those that adapt to customer needs in real-time. Our customer self-service solutions are anything but one-size-fits-all. They sit atop powerful data and insights that can help you create a more efficient and enjoyable customer experience at every digital touchpoint your customers have with your brand.
Customers don’t want to call. Giving customers easy access to answers to their simplest questions gives them fewer reasons to need to reach out for help. But when they do get in touch, you’ll know they’ve likely exhausted all of their options and legitimately need one-on-one support. This is the role that a contact centre should play at all times.
Customers expect exceptional service. But this doesn’t need to come with a hefty price tag. Customer self-service solutions turn your entire customer support model on its head. It offers your brand a smarter, more efficient, and more cost-effective way to provide a high-quality customer service experience without the added cost.
with Smart Tribune’s intelligent customer self-service solutions
Instant access to the best answers, 24/7
Personalised, in-context support throughout the customer journey
Your always-on, personal customer service assistant.
Empower support agents to help customers on first contact
Consider the Smart Dashboard your mission control. It sits behind all of our products, puts critical data and insights at your fingertips, and gives you the flexibility and freedom to optimize and refine your customer experience in real-time.
Smart Tribune’s SaaS-based customer self-service solutions live 100% in the cloud, making it easy to deploy and manage from virtually anywhere. This gives you more time to focus on your business and on providing an amazing customer experience at all times. And rest assured, we are fully compliant with all data and privacy regulations, including GDPR.
Our full suite of customer self-service solutions is endlessly customisable based on your business’s unique needs. This comes standard with every Smart Tribune implementation. We don’t ever rely on templates to get the job done. Our experts design each solution to integrate seamlessly into the look and feel of your brand and website, ensuring your customers always have a single, unified brand experience across the entire customer journey.
Just because our cloud-based customer self-service solutions are easy to implement doesn’t mean we leave you to figure it out on your own. Our experts will work with you every step of the way—from designing your knowledge tree to informing your content to analysing performance in real-time—so that your customised Smart Tribune solutions drive the greatest value for your customers at all times.
« Our Contextual Help Centre has become a pivotal aspect of our CRM program. It’s where our customers now go to get their simplest questions answered. Initial feedback has been incredibly positive, suggesting that this type of customer self-service has become second nature to them. Now our agents can provide even more value by staying focused on more complex email and phone queries. »
« As a company that focuses heavily on contact rates, Ouigo is passionate about customer self-service support methods. We think it’s beneficial for both the company and our customers. Our primary goal is to empower our customers with access to pertinent information, anytime and anywhere, so they can help themselves. »
« We are extremely satisfied by our partnership with Smart Tribune. The quality of the Help Centre solution and the ease of which it was able to integrate with our current systems speaks for itself. However, it’s the Smart Tribune team’s guidance, leadership, and willingness to listen to our needs that truly stands out. »
October 12 2020 / Customer Service, Self-service
August 25 2020 / Customer Service, Self-service
July 28 2020 / Customer Service, Self-service