A scalable self-serve support layer
It’s no secret that self-service technology is gaining popularity at an incredible rate. Around 70% of customers say they now expect a company’s website to include some form of self-service application. The majority of today’s digitally-savvy consumers will prefer to look for a solution themselves before they consider talking to a customer service agent.
This new demand for self-service opportunities can be a good thing for your CX strategy. Invest in the right tools, and you can provide your clients with the fast-paced resolutions they’re looking for while taking pressure off your employees.
The question is, where do you get started with your new support layer?
The Intercom Conversational Support Funnel could be the answer. This self-service support solution allows companies to automatically resolve repetitive questions using help articles and chatbots, leading to faster results for customers.
Intercom’s Conversational Support Funnel provides companies with an easy way to leverage the benefits of the self-service support avenue. The solution comes with a full starter kit, so companies can learn how to effectively combine human interactions with self-service and proactive support. According to Intercom, this ensures businesses can sort through repetitive queries faster, impress their audience, and make the most out of their human resources.
As part of the full support kit, you get not just the conversational support funnel technology framework but an interactive worksheet for faster-personalised support, and tips on how to improve customer relationships. There’s a guide for boosting team engagement too. Features of the Intercom self-serve support layer include:
Essentially, Intercom’s Conversational Support Funnel combines the various tools companies need to run a more effective self-service solution, with minimal headaches.
You can make it easier for customers to self-serve by designing help centre articles and FAQ content, available from your mobile app, product, or website. There’s also custom bot creation with no coding required and resolution bots for automatically dealing with common issues.
As customers continue to prioritise simplicity, convenience and speed when choosing how to interact with brands, products like the Intercom Conversational Support Funnel are growing increasingly appealing. Today’s brands need to invest in self-service opportunities if they want to compete. Modern consumers would often much rather solve an issue themselves, rather than having to talk to a customer service agent in most cases.
The conversational support funnel combines simple concepts, like help desk articles, with resolution bots and chatbots capable of supplementing your human employees. Some of the biggest benefits of the support funnel include:
The Intercom Conversational Support Funnel is a simple and accessible entryway into the world of self-service support. If you want to reduce the pressure on your service agents and improve customer satisfaction at the same time, Intercom has you covered. The Conversational Support Funnel combines easy-to-use content creation tools with code-free bot development.
You even have the freedom to integrate your own apps and features into the Conversational ecosystem, which means your approach to customer experience can adapt to suit your business.
These days, offering self-service as a customer support strategy is less of a “nice to have an option” and more of a mandatory requirement. We’re living in an age of digitally-savvy customers who want the opportunity to address issues themselves before they deal with a support agent, or the long queues in a contact centre. With Intercom Conversational Support Funnel, you can offer multiple methods of self-service, from automated problem resolution for repetitive issues, to help desk articles and chatbots.
Easy-to-use and equipped with plenty of guidance to walk you through the basics of combining self-service and traditional service, Intercom’s technology is ideal for all kinds of business leaders. With this solution, you can delight your target audience, and reduce the pressure on your agents too.