Four benefits of self-service for Business to Business (B2B)
Self-service, a retail trend increasingly present in B2C trade (Business to Consumer) is also a reality in everyday life of industries and departments of large companies. Serving the ultimate consumer or the internal customer, this type of service often raises doubts about access security and business benefits.
The preference for “DIY” solutions by customers or employees is evident: a survey by Croma Marketing Solutions has shown that 60% of consumers will be making purchasing decisions using self-service technology in the next three years.
Among solutions for self-service application, chatbots are recurring. They guarantee a better customer experience, either in answering questions and requesting data about any business or service and agility to access documents.
Check out below four advantages of self-service for your business:
1-Being more pro-activity in the internal management
Especially in medium and large companies, the amount of internal tickets is big. In the HR area, for example, there are recurring doubts related to payroll, vacation and benefits. In the Purchasing Department, requests related to the needs of other areas are also common. With self-service, most requests or doubts can be solved through virtual assistants.
Another tool that has gained significant ground and gathers frequently asked questions checklists is the service portal.
On the other hand, by using Ellevo Platform, customer service management platforms can make all the difference to manage most urgent demands and requests. They support on the measurement of workload, hours spent at work, organization tasks and pro-activity analysis.
2- Transparency and clear information
Lack of organization is a frequent problem when there is a large amount of service, no matter if they are internal demands or from customers. Ensuring customer service management transparency means reducing rework. That is why self-service is an important ally. Besides allowing the requesters to best find what they need, it does not affect the work schedule, which is quite often overloaded, for those on the other side, avoiding data mismatch and ensuring consistent information for future queries.
3-Autonomy for customers
To win a loyalty customer also means to offer them the best purchasing experience or service. And according to Cisco’s Customer Experience Report, six out of 10 Brazilians would like to have more self-service in retail business. This means that autonomy while purchasing products and services is a big trend. Being aware to this type of novelty and offering it to the customer is also a guidance to face competition.
4-Self-service is synonymous of well-targeted staff
When a company relies on virtual assistants to clarify frequent doubts and scale chatbots for customer service, it reduces the operational workload of its team. Many activities that do not add value to what the professionals should actually deliver waste much of their time. This also applies to customer service centers: numerous people in mass actions and only a few using strategic skills.
This is the difference in self-service: while robots take on recurring issues, people are directed to loyalty actions, process improvement and agility in service deliveries. It means to apply technology to extend deliveries and people to optimize business strategy.