Self Service Support definition: Self-service support is a type of customer support that enables customers to find solutions to their problems on their own, without the need for direct interaction with a support representative.
This can include resources such as online knowledge bases, FAQs, AI chatbots, and video tutorials, as well as tools such as chatbots and automated phone systems.
By providing customers with self-service support options, companies can improve efficiency, reduce support costs, and provide 24/7 support to customers who prefer to solve problems on their own.
Why have a self service support
By providing an easy-to-navigate knowledge base or FAQ section, your customers can quickly find answers to their questions without having to wait on hold for a customer service representative.
This can save them time and frustration, and also free up your support team to handle more complex issues.
Self-service support is like a safety net, catching customers before they fall into a pit of confusion or dissatisfaction.
By providing proactive resources such as tutorials, how-to guides, and troubleshooting tips, you can anticipate and prevent common issues before they even arise.
This not only helps your customers feel supported and empowered, but it also reduces the number of support tickets your team has to handle.
Examples of customer self-service
Knowledge bases are one of the most popular examples of customer self-service. Lemlist is a good example of using knowledge — guides, tutorials, courses — to empower customers.
Self-service example: Lemlist’s Knowledge base.
They also have a chatbot that can connect users to live support in needed:
What are the different customer self-service support channels?
FAQ page
This is where you compile a list of the most commonly asked questions and provide clear, concise answers to each one. It's like having a cheat sheet for customers who need quick answers.
Knowledge Base
These are more in-depth resources that go beyond just FAQs.
A knowledge base is like an online library of articles, guides, and tutorials that can help customers solve more complex problems.
It can empower your customers to solve their own problems, reducing the workload on your support team and improving overall customer satisfaction.
Community forums
Community forums are like virtual gathering places where customers can ask questions, share tips and advice, and connect with other customers.
A community forum can create a space for customers to connect with one another, share knowledge and experiences, and build a sense of belonging. This can help increase customer loyalty, reduce support costs, and foster a positive brand reputation.
It's like having a support group for people who use your product or service.
Chatbots
Another popular option is chatbots.
These are automated messaging systems that can answer basic questions and help customers troubleshoot common issues.
Video tutorials and webinars
These materials are like virtual classes where customers can learn more about your product or service, see it in action, and get expert tips and advice.
More and more software companies are creating video content to help aid their customers throughout their product.
