CINXE.COM

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"link":{ "url":"/ap/blog/category/retail/", "label":"Retail", "ariaLabel":"Retail", "target":"_self" } } ] } ] } ] } }"></hgf-c360contextnav> </div> <main id="main-content"> <article class="post post--v2 post--article"> <header class="post__header"> <div class="container"> <div class="hero-v2 "> <div class="hero__taxonomies"> <a href="https://www.salesforce.com/ap/blog/category/service/" class="sf-tag topic topic--service sf-tag--service" aria-label="Filed under Service" > Service</a> </div> <h1 class="h2">3 Ways to Take Your Self-Service Customer Service From ‘Meh’ to Marvelous — Quickly</h1> <div class="hero-v2__ornaments-container hero-v2__ornaments-container--no-ornaments"> <figure class="hero-v2__image"><span class="img-object-fit"><img src="https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/self-service-customer-service.jpg?w=300" sizes="(min-width: 48em) 500px, 100vw" srcset="https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/self-service-customer-service.jpg 1500w, https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/self-service-customer-service.jpg?w=300&h=169 300w, https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/self-service-customer-service.jpg?w=768&h=432 768w, https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/self-service-customer-service.jpg?w=1024&h=576 1024w, https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/self-service-customer-service.jpg?w=150&h=84 150w" alt="A smiling young Black woman uses her laptop to get self-service customer service in a cafe" loading="eager" fetchpriority="high" /></span><figcaption class="body-3"> Self-service lets your customers find the answers they need on their own time, without the help of an agent. [fotofabrika / Adobe Stock]</figcaption></figure> </div> <h2 class="hero-v2__excerpt">Uplevel your self-service customer support with these simple tweaks.</h2><article class="hero-byline hero-byline--1"> <a href="https://www.salesforce.com/ap/blog/author/christina-keohane/" class="hero-byline__author"> <div class="hero-byline__thumbnail"> <span class="img-object-fit img-object-fit--is-round"><img src="https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/CK-Headshot.webp?w=150" sizes="100px" srcset="https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/CK-Headshot.webp 449w, https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/CK-Headshot.webp?w=150&h=150 150w, https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/CK-Headshot.webp?w=300&h=300 300w" alt="" loading="lazy" /></span> </div> <div class="hero-byline__contents"> <h3 class="hero-byline__full-name"> <span class="hero-byline__name">Christina</span> <span class="hero-byline__name">Keohane</span> </h3> <div class="hero-byline__meta"> <div class="hero-byline__info"> <time class="hero-byline__date" datetime="2024-04-10">April 10, 2024</time> <span class="hero-byline__reading-time"> 6 min read </span> </div> </div> </div> </a> </article> </div> </div> </header> </div> <div class="post__social post__social--v2 post__social--top post__social--has-title"> <h2 class="screen-reader-mobile-only post__social-title">Share article</h2> <ul class="social-nav social-nav-v2"> <li class="social-nav__item"> <a aria-label="Share on LinkedIn (Opens in a new tab)" href="http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fself-service-customer-service%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&title=3%20Ways%20to%20Take%20Your%20Self-Service%20Customer%20Service%20From%20%E2%80%98Meh%E2%80%99%20to%20Marvelous%20%E2%80%94%20Quickly" target="_blank" > <svg xmlns="http://www.w3.org/2000/svg" width="21" height="21" fill="none"><path fill="#032D60" d="M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z" /></svg> </a> </li> <li class="social-nav__item"> <a aria-label="Share on Twitter (Opens in a new tab)" href="https://x.com/intent/tweet?text=3%20Ways%20to%20Take%20Your%20Self-Service%20Customer%20Service%20From%20%E2%80%98Meh%E2%80%99%20to%20Marvelous%20%E2%80%94%20Quickly&url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fself-service-customer-service%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&via=salesforce" target="_blank" > <svg xmlns="http://www.w3.org/2000/svg" width="32" height="32" fill="#032D60" viewBox="0 0 32 32"><path d="M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z" /></svg> </a> </li> <li class="social-nav__item"> <a aria-label="Share on Facebook (Opens in a new tab)" href="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fself-service-customer-service%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt" target="_blank" > <svg xmlns="http://www.w3.org/2000/svg" width="19" height="19" fill="none"><path fill="#032D60" d="M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5" /></svg> </a> </li> <li class="social-nav__item"> <button class="copy-share js-copy-link" aria-label="Copy link to clipboard" href="#" data-clipboard-text='"3 Ways to Take Your Self-Service Customer Service From ‘Meh’ to Marvelous — Quickly" https://www.salesforce.com/ap/blog/self-service-customer-service/' > <svg xmlns="http://www.w3.org/2000/svg" width="20" height="10" fill="none"><path fill="#032D60" d="M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z" /></svg> </button> </li> </ul> </div> <div class="post__content post__content-v2"> <p>How much do your customers like their self-service customer service experience with your business? If they’re not impressed yet, here are three ways you can improve it. </p> <p>Self-service lets your customers find the answers they need on their own time, without the help of an agent. Most importantly, it’s what they prefer: our research found that <a href="https://www.salesforce.com/ap/resources/research-reports/state-of-the-connected-customer/" target="_blank" rel="noreferrer noopener">61% of customers</a> would rather use self-service for simple issues. </p> <p>Enabling your customers to help themselves also increases efficiency. We found that <a href="https://www.salesforce.com/ap/resources/research-reports/state-of-service/" target="_blank" rel="noreferrer noopener">67% of organi</a>s<a href="https://www.salesforce.com/ap/resources/research-reports/state-of-service/" target="_blank" rel="noreferrer noopener">ations</a> are now tracking case deflection, typically done through customer self-service or automated processes.  <br><br>To ensure your self-service customer service channels always make the biggest impact, what can you do quickly — even in just one hour? Turns out, it’s a lot.</p> <h2 class="wp-block-heading" id="learn">What you’ll learn:</h2> <ul class="wp-block-list"> <li><a href="#self-service-customer-service">What is self-service customer service?</a></li> <li><a href="#benefits-of-self-service">Benefits of self-service</a></li> <li><a href="#customer-support-success">How to set up for self-service customer support success</a></li> </ul> <div class="layout-one wp-block-salesforce-blog-offer"> <div class="wp-block-offer__wrapper"> <div class="wp-block-offer__content"> <h2 class="wp-block-offer__title">See top-notch self-service in action</h2> <p class="wp-block-offer__description">Connect customers to relevant answers fast, on any channel at any time, with the Salesforce Self-Service Experience.</p> <div class="wp-block-button"> <a class="wp-block-button__link" target="_blank" href="https://www.salesforce.com/ap/form/demo/crm-service-demos/?d=pb">Watch the demo</a> </div> </div> <div class="wp-block-offer__media"> </div> </div> <div class="wp-block-offer__graphics wp-block-offer__contour"></div>  <img decoding="async" class="wp-block-offer__graphics wp-block-offer__illustration" src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/offer-block/offer-illustration-layout-one.png" alt="">  <img decoding="async" class="wp-block-offer__graphics wp-block-offer__accent" src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/offer-block/offer-accent-layout-one.png" alt="">   <img decoding="async" class="wp-block-offer__graphics wp-block-offer__cloud" src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/offer-block/offer-cloud-layout-one.png" alt=""> </div> <h2 class="wp-block-heading" id="self-service-customer-service">What is self-service customer service?</h2> <p>At a high level, <a href="https://www.salesforce.com/resources/articles/what-is-self-service/" target="_blank" rel="noreferrer noopener">self-service customer service</a> simply means letting customers help themselves. To give customers this option, you can provide:</p> <ul class="wp-block-list"> <li>A help centre, also known as a <a href="https://www.salesforce.com/blog/how-to-write-a-knowledge-base-article/" target="_blank" rel="noreferrer noopener">knowledge base</a>, where customers can search for answers to common questions.</li> <li>A <a href="https://www.salesforce.com/resources/articles/customer-self-service-portals/" target="_blank" rel="noreferrer noopener">customer portal</a>, a branded website customers log into to access personal information and complete actions related to their account.</li> <li>A <a href="https://trailhead.salesforce.com/trailblazer-community/groups/0F93A00000020tYSAQ?tab=discussion&sort=LAST_MODIFIED_DATE_DESC&_ga=2.24521715.890897965.1711370853-908708662.1675098655&_gac=1.191739352.1711126723.Cj0KCQjw2PSvBhDjARIsAKc2cgMLMC9AIoQDO_9LKdFF43wj9k4h_mZ9LO6QsjrRW0cfZ1zFIB0AmW0aAtPmEALw_wcB" target="_blank" rel="noreferrer noopener">customer community</a>, where customers gather to share ideas, answer questions, and solve problems together.</li> <li><a href="https://www.salesforce.com/blog/what-is-a-chatbot/" target="_blank" rel="noreferrer noopener">Chatbots</a> that provide 1:1 assistance to customers without an agent having to step in.</li> </ul> <p>These self-service tools give your customers convenience, speed, and anytime availability. (<a href="#learn">Back to top</a>)</p> <h2 class="wp-block-heading" id="benefits-of-self-service">Benefits of self-service</h2> <p>Self-service customer support is a win-win for both your customers <em>and</em> your business.</p> <p>Nobody likes to wait in a support queue for assistance. Self-service can also provide fast or even instant answers in some cases. This can lead to a better customer experience and higher <a href="https://www.salesforce.com/blog/customer-satisfaction-score/" target="_blank" rel="noreferrer noopener">customer satisfaction scores (CSAT)</a>. </p> <p>Your business benefits by reducing support costs and improving operational efficiency. By deflecting routine questions to self-service channels, you can allocate your resources more effectively. For example, your agents can focus on complex cases that require critical thinking and empathy. (<a href="#learn">Back to top</a>)</p> <div class="layout-astro wp-block-salesforce-blog-related-trail"> <img decoding="async" class="related-trail__illustration related-trail__cloud" src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/related-trail-cloud-layout-astro.png" alt=""> <img decoding="async" class="related-trail__illustration related-trail__background" src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/related-trail-background-layout-astro.png" alt=""> <div class="related-trail__wrapper"> <div class="related-trail__content"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 345.8 82.8" aria-hidden="true" class="related-trail__logo"><path fill="#1d3767" d="M96.6 33h9v22.6h4.8V33h8.8v-4.3H96.6zm49.8 5.3c0-5.7-3.6-9.6-10.8-9.6H127v27h4.8v-7.9h3l2.3-.1 5.7 8h5.6l-7-9.2c3.4-1.6 5-4.5 5-8.2m-11.1 5.3h-3.6V33h3.6c4.4 0 6 2.3 6 5.3s-1.6 5.3-6 5.3m30.8-15.2-12.6 27.2h5l2.3-5.3h11.6l2.4 5.3h5l-12.6-27.1zm-3.6 18 4.1-9.2 4.1 9.3zm25.2-17.7h4.8v27h-4.8zm20.7 0h-4.8v27h17.6v-4.4h-12.8zm38.4 12.1h-13.2V28.7H229v27h4.7V45h13.2v10.6h4.7V28.7h-4.7zm15.9 14.8h17.5v-4.4h-12.7v-6.4H279v-4.2h-11.5v-7.5h12.7v-4.4h-17.5zm36.9-27.2L287 55.6h5l2.3-5.3H306l2.4 5.3h5l-12.6-27.1zm-3.6 18 4.1-9.2 4.1 9.3zm35.4-17.7h-10.2v27h10.2c8.2 0 14.4-5.9 14.4-13.6s-6-13.4-14.4-13.4m0 22.6H326V33h5.4a9.1 9.1 0 1 1 0 18.1z" /><path fill="#1d315f" d="M43 82.8h.1a74 74 0 0 0 38.5-12.3 3 3 0 0 0 1.3-2.4v-6A66.2 66.2 0 0 0 42.5.2a3 3 0 0 0-2.3 0A66.2 66.2 0 0 0 0 62.2V68a3 3 0 0 0 1.2 2.4 74 74 0 0 0 40.2 12.4z" /><path fill="#8ed1f4" d="M13.8 51.8a.3.3 0 0 0 0-.1L33 23.6a3.1 3.1 0 0 1 .8-.8 3 3 0 0 1 4 .8l9.5 13.8 3.5-5a3 3 0 0 1 4.9 0L69 51.6a.3.3 0 0 1 .1.3h7C70.7 17.7 43.7 7.2 41.4 6.2c0 0-11.2 4-21.2 16A59.6 59.6 0 0 0 6.8 51.8zm21.7-21.3" /><path fill="#aa76b3" d="m62 51.9-8.7-12.6-4.2 6.1 4.8 6.4z" /><path fill="#722a87" d="m49 45.4-4.4 6.4H54z" /><path fill="#8ed1f4" d="m37 32.6-1.5-2.1z" /><path fill="#aa76b3" d="m28 41.4 7.6 10.4h1.8l6.4-9.2-6.8-10-1.5-2.1z" /><path fill="#722a87" d="m28 41.4-7 10.4h14.6z" /><path fill="#069a49" d="M43.8 72.5a1.8 1.8 0 0 0-1-2.4L40.1 69a8 8 0 0 1-1-.5 7.8 7.8 0 0 1-2.4-10.7H6a44 44 0 0 0-.2 4.4v4.4A70 70 0 0 0 26 75a70 70 0 0 0 15.2 2l2.4-4.3zm33-14.8H44.3l-2.5 3a1.7 1.7 0 0 0-.2.5 1.8 1.8 0 0 0 1 2.3l2.7 1.2.7.4a7.8 7.8 0 0 1 3 10.6l-.5.9 4.8-.8a71 71 0 0 0 8.4-2.2l1.3-.4a71 71 0 0 0 14-6.7v-8.8z" /><path fill="#fff" d="m46 65-.7-.3-2.7-1.2a1.8 1.8 0 0 1-1-2.4 1.7 1.7 0 0 1 .2-.4l2.5-3h-7.6A7.8 7.8 0 0 0 39 68.4a8 8 0 0 0 1 .5l2.7 1.2a1.8 1.8 0 0 1 1 2.4l-.1.2-2.5 4.3a52.5 52.5 0 0 0 7.2-.4l.5-.9A7.8 7.8 0 0 0 46 65.1z" /><path fill="#157139" d="M56.9 67.3h8.8l-4.4-5zM23 71h9l-4.5-5.1zm-4.1-10.4-4.5 5h8.9z" /></svg> <h2 class="wp-block-related-trail__title">Build a self-service site customers love</h2> <p>Customers expect self-service to be fast and easy. Discover how to create a one-stop customer experience on Trailhead, Salesforce’s free online learning platform.</p> <div class="wp-block-button"><a class="wp-block-button__link wp-element-button" href="https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-efficiency" target="_blank" rel="noreferrer noopener">Start learning</a></div> </div> <div class="related-trail__mock"> <div class="related-trail__points">+500 points</div> <div class="related-trail__eyebrow">Module</div> <p class="related-trail__trail-title h3"><a href="https://trailhead.salesforce.com/content/learn/modules/service-cloud-platform-efficiency" target="_blank" rel="noreferrer noopener">Service Cloud Efficiency</a></p> <p class="related-trail__trail-description">Learn the ways of this trail.</p> <div class="related-trail__actions"> <div class="related-trail__action"> <svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 10 10" aria-hidden="true"><path fill="#747474" fill-rule="evenodd" d="m4.93.69.88 2.88c.04.12.16.18.27.18h2.89c.29 0 .4.38.17.56L6.79 6.04c-.1.07-.13.2-.1.32l1.12 2.96c.08.27-.2.5-.44.33L4.85 7.77c-.1-.08-.23-.08-.34 0L1.97 9.65a.29.29 0 0 1-.45-.33L2.6 6.36a.3.3 0 0 0-.1-.32L.17 4.3c-.23-.18-.1-.56.17-.56h2.89c.13 0 .23-.04.27-.18l.9-2.9c.08-.27.46-.25.54.02Z" clip-rule="evenodd" /></svg> </div> <div class="related-trail__action"> <svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 9 5" aria-hidden="true"><path fill="#747474" d="M4.16 4.5.26 0h7.8z" /></svg> </div> </div> </div> </div> <img decoding="async" class="related-trail__illustration related-trail__foreground" src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/related-trail-foreground-layout-astro.png" alt=""> <img decoding="async" class="related-trail__illustration related-trail__parks" src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/related-trail-parks-layout-astro.png" alt=""> </div> <h2 class="wp-block-heading" id="customer-support-success">How to set up for self-service customer support success</h2> <p>Your goal is to make it easy for your customers to find solutions independently. To set your business up to deliver successful self-service, let’s look at three key steps to take.</p> <h3 class="wp-block-heading" id="h-1-address-frequently-asked-questions">1. Address frequently asked questions</h3> <p>Taking a few minutes to connect with your team will help you understand the most common customer questions to address in your self-service options. Even with advancements in AI, there’s still no substitute for human experience. You can use your team’s insights to make continuous improvements to your self-service customer service channels.</p> <ul class="wp-block-list"> <li><strong>Host a daily standup <br></strong>Round up your team and gather commonly asked customer questions and how your agents resolve them. (This can be done virtually or in-person). With advancements in <a href="https://www.salesforce.com/blog/customer-service-ai/" target="_blank" rel="noreferrer noopener">artificial intelligence (AI)</a> technology, soon your AI-powered customer service software may be surfacing commonly asked questions to you.  </li> <li><strong>Streamline collaboration with technology</strong><br>Encourage agents to use collaboration tools like <a href="https://www.salesforce.com/ap/products/slack/" target="_blank" rel="noreferrer noopener">Slack to communicate</a> and work together. Slack helps your team stay aligned and move fast. Use it to bring the right people into the right conversations – like <a href="https://www.salesforce.com/blog/slack-for-customer-service/" target="_blank" rel="noreferrer noopener">swarming on a difficult case</a> with experts from across your organisation.</li> <li><strong>Make sure your help centre has an accurate knowledge base </strong><br>Knowledge provides the key foundation to building out your self-service experience. Create and consistently update <a href="https://www.salesforce.com/ap/blog/how-to-write-a-knowledge-base-article/" target="_blank" rel="noreferrer noopener">knowledge base articles</a> to make sure your users always have the most relevant information. It’s also the foundation for <a href="https://www.salesforce.com/ap/products/ai-for-customer-service/" target="_blank" rel="noreferrer noopener">generative AI</a> in self-service. Remember: the more advanced your knowledge base, the more robust the overall search experience will be to find the right answers faster.</li> </ul> <h3 class="wp-block-heading" id="h-2-find-ways-to-streamline-workflows">2. Find ways to streamline workflows</h3> <p>Simplifying processes by making it easier to find information goes a long way for customers, increases efficiency, and frees up agents from cases that can be handled with self-service.</p> <ul class="wp-block-list"> <li><strong>Make it easy to find self-service channels</strong><br>Customers don’t want to search for support. Make sure that when they search online for customer support, the results provide a clear path to your help site’s landing page.<br><br>Your company’s contact information shouldn’t be displayed in the search results. A customer will be less likely to access your help site and use self-service. <br><br>Once customers get to your site, make it easy to get self-service. With a simple widget or <a href="https://help.salesforce.com/articleView?id=embedded_menu_code_snippet.htm&type=0" target="_blank" rel="noreferrer noopener">code snippet</a>, you can integrate a fixed channel menu on your help site home page. This can direct customers to chatbots, your knowledge base, or a customer community, like the <a href="https://www.salesforce.com/blog/serviceblazer/" target="_blank" rel="noreferrer noopener">Serviceblazer community</a><br></li> <li><strong>Route cases with chatbots</strong><br><a href="https://www.salesforce.com/blog/what-is-a-chatbot/" target="_blank" rel="noreferrer noopener">Chatbots</a> can streamline workflows – especially AI-powered ones, which are programmed to have human-like conversations. AI chatbots use natural language processing (NLP), which allows them to better understand human speech – including the intent behind what the customer is saying. These bots can interpret the context of what a customer types or says – and then, with generative AI, respond intelligently based on existing data.<br><br>Rules-based chatbots also do a lot for self-service. They respond based on buttons a customer clicks or particular keywords the customer uses. If you have a rules-based chatbot, review the chatbot data to find specific keywords for easy answers, and be sure to have an FAQ database the chatbot can use to answer questions. But do consider upgrading – an hour spent learning about the latest in AI chatbot technology could be a step toward greater efficiency.<br></li> <li><strong>Create guided processes</strong><br>In your customer self-service portal, you can automate specific processes for customers and free agents from receiving a high-volume of calls. What are the simple issues that take up agents’ valuable time, but could be just as easily done by customers? By <a href="https://www.salesforce.com/blog/customer-service-automation-workflow-map/" target="_blank" rel="noreferrer noopener">integrating a workflow</a> on your end, such as canceling an order or booking a <a href="https://www.salesforce.com/ap/products/field-service-management/" target="_blank" rel="noreferrer noopener">field service</a> appointment, the automation process appears on their screen and walks customers through each step. This not only saves on cost, it increases productivity and efficiency. </li> </ul> <h3 class="wp-block-heading" id="h-3-continuously-improve-with-data-and-human-review">3. Continuously improve with data and human review</h3> <p>The quick ways we’ve discussed to improve your self-service customer support offering can make a big impact. But there’s even more you can do over time. Tackle the ideas below in one-hour chunks, and soon you’ll be well on your way to building an excellent self-service experience.</p> <ul class="wp-block-list"> <li><strong>Prioritise reviewing self-service</strong><br>Regularly assess your company’s self-service customer support experience from every angle. For example, how does your help centre home page look? How do your search features perform? Are your article pages consistent? Is your chatbot performing well? Does your site allow visitors to provide feedback – not only about your products, but also the support experience? This handy <a href="http://salesforce.com/ap/form/service-cloud/self-service-assessment/" target="_blank" rel="noreferrer noopener">self-service assessment tool</a> can help you identify any gaps where you’re currently not meeting best practices. It gives you helpful guidance on where to focus your improvement effort.</li> <li><strong>Review your data</strong><br>What are your objectives for self-service customer service? Perhaps you want to increase case deflection, so you can give customers the kind of assistance they prefer and reserve your agents’ energy for more complex matters. Or maybe you want to increase CSATs. Decide on the key performance indicators (KPIs) that matter to your team. Then use service analytics to track and monitor this data with easy-to-understand charts and graphs.</li> </ul> <p>Ready to get started? With a few simple updates, you can ensure your self-service customer support channels are working hard to help your customers quickly find the answers they need. In time, your customers will be getting an efficient and easy self-service customer service experience they’ll love. Then watch your CSATs soar. (<a href="#learn">Back to top</a>)</p> <div class="layout-five wp-block-salesforce-blog-offer"> <div class="wp-block-offer__wrapper"> <div class="wp-block-offer__content"> <h2 class="wp-block-offer__title">Unlock the power of self-service</h2> <p class="wp-block-offer__description">Are you providing your customers with an easy, efficient, and effective self-service experience? 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<a class="label-secondary" href="https://www.salesforce.com/ap/blog/category/digital-transformation/" aria-label="Filed under Digital Transformation" > Digital Transformation </a> </li> <li> <a class="label-secondary" href="https://www.salesforce.com/ap/blog/category/service/" aria-label="Filed under Service" > Service </a> </li> <li> <a class="label-secondary" href="https://www.salesforce.com/ap/blog/category/generative-ai/" aria-label="Filed under Generative AI" > Generative AI </a> </li> <li> <a class="label-secondary" href="https://www.salesforce.com/ap/blog/category/ai/" aria-label="Filed under AI" > AI </a> </li> <li> <a class="label-secondary" href="https://www.salesforce.com/ap/blog/category/self-service/" aria-label="Filed under Self-Service" > Self-Service </a> </li> <li> <a class="label-secondary" href="https://www.salesforce.com/ap/blog/category/serviceblazer/" aria-label="Filed under Serviceblazer" > Serviceblazer </a> </li> </ul> </div> <div class="author-section author-section--1" id="author-section"> <img src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/author-section-cloud.png" alt="" class="author-section__graphics author-section__cloud"> <img src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/author-section-parks.png" alt="" class="author-section__graphics author-section__parks"> <img src="https://www.salesforce.com/ap/blog/wp-content/themes/salesforce-blog/dist/images/author-section-bushes.png" alt="" class="author-section__graphics author-section__bushes"> <div class="author-section__author author-section__author--1"> <div class="author-section__image-name"> <div class="author-section__image"> <span class="img-object-fit img-object-fit--is-round"><img src="https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/CK-Headshot.webp?w=150&quality=60" sizes="56px" srcset="https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/CK-Headshot.webp 449w, https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/CK-Headshot.webp?w=150&h=150 150w, https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2024/04/CK-Headshot.webp?w=300&h=300 300w" alt="" loading="lazy" /></span> </div> <div class="author-section__name-title"> <span class="author-section__display-name">Christina Keohane</span> <span class="author-section__job-title">Product Marketing Manager, Salesforce Self-Service</span> </div> </div> <p class="author-section__description"> Christina is the Product Marketing Manager for Salesforce Self-Service, responsible for positioning and delivering the value of personalised customer support experiences. Christina has focused her career on nurturing customer relationships and aligning marketing initiatives to meet diverse customer<span class="author-section__ellipses" aria-hidden="true">...</span> <a href="#" class="author-section__read-more"> Read More </a> <span class="author-section__description author-section__description--more" aria-hidden="true"> needs — from small businesses to enterprise organisations.</span> </p> <a href="https://www.salesforce.com/ap/blog/author/christina-keohane/" class="author-section__cta has-right-arrow cta-small"> <span> More by Christina </span> <svg xmlns="http://www.w3.org/2000/svg" width="18" height="16" fill="none" stroke="#032e61" stroke-width="2"><path d="M10 2.343 15.657 8 10 13.657M1.092 8H13.91" /></svg> </a> </div> </div> </article> <div class="wp-block-salesforce-blog-newsletter-signup prevent-bottombar-overlap layout" > <h2 class="wp-block-salesforce-blog-newsletter-signup__title"> Want Trailblazer tips and thought leadership straight to 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