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.
Trusted by 100+ global brands and businesses
Customer self-service is the future of customer service
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.
What is customer self-service?
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:
It empowers 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.
It creates a better customer experience
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.
It builds stronger customer relationships
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.
It drives contact centre efficiency
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.
Did you know?
It reduces support costs
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.
Put your customers in charge
with Smart Tribune’s intelligent customer self-service solutions
Instant access to the best answers, 24/7
You know what questions your customers ask most. Make it easy to find answers to those questions via a centralized, easily searchable knowledge base and help centre that’s SEO-optimised from the very start
Personalised, in-context support throughout the customer journey
Don’t wait for your customers to ask for help. Proactively solve their problems on-the-spot by surfacing relevant content and information based on their customer profile as well as their behaviours on your site.
Your always-on, personal customer service assistant.
Be there whenever customers need you. Answer up to 80% of their most frequently asked questions and even automate a variety of basic business functions via an intelligent and intuitive chatbot that never sleeps.
Empower support agents to help customers on first contact
Support agents are only as strong as the information they have to do their jobs effectively. Ensuring they have 24/7 access to the most updated information within your knowledge base is the best way for them to provide amazing customer service with every single customer interaction
A single dashboard for managing every aspect of your smart customer self-service solutions
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.
Cloud-Based
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.
Endlessly Customisable
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.
Bespoke Service
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. »
Laure Drocourt - Assistant Director - Print and Online MembershipLe Monde.fr« Smart Tribune offers intuitive solutions for our customers. Before starting this project, we didn’t know what direction we wanted to go in, but the customisability and flexibility of Smart Tribune's solutions made it a perfect match. Not to mention, they’re really easy to set up and configure without disrupting existing tools »
Thierry Quéré - Head of Operations, Monitoring & ReportingAliapur« 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. »
Cecile Delalieu - Head of Customer RelationshipOUIGO
Smart Tribune processes over 0
customer questions and answers every month.
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