The quality of information in an online guide can be essential for the client not to need to seek any additional information. When it comes to structuring your documentation online, 41% of respondents by Capterra who work at a company BW Lists that offers this type of support said that their document is base on frequently ask questions from customers; 16% already do it differently by using their own criteria and 41% use a combination of both. Additionally, when SME employees were ask how they believe their customers rate self-service content, 60% feel their customers find the content useful or clear to understand, while 39% say customers still submit questions through other channels.
Live chat proves to be a demand
It is worth remembering that, in the first part of Capterra’s customer service survey, which investigated consumers’ opinion about SAC, 5 out of 10 consumers cited as a disadvantage the fact that online documentation is generally limit to the most common problems. The result indicates that the companies’ perception of the quality of the Morocco B2B List material present is different from the customers’ expectations about the content receiv to help them. Often, depending on the complexity of the service or product, to deliver quality content, it may be necessary to also focus on tutorials or reference documents , and not just questions and answers in textual format. Live chat proves to be a demand from consumers SMBs seem to continue to prioritize the phone as their primary point of contact with consumers.
The main channels used in SME
This is because, without taking into account self-service services, respondents stated that their companies mainly offer telephone support (88%). Two other main types of service offered are through social networks (56%) and email via form (48%). The main channels used in SME customer service Based on customer feedback, most companies intend to implement service via social networks (34%) and live chat with an agent (33%) in the future, which appear almost evenly. In the case of service via social networks, it can be performed in real time, with an agent available to consumers, or via messages to be answered later. No wonder these supports appear in the spotlight.