Self-service customer support

Self-service customer support allows customers to find answers and solutions to their questions independently, using tools like FAQs, knowledge bases, and chatbots.

What is self-service customer support?

Self-service customer support empowers customers to resolve their inquiries without direct interaction with support agents. This is achieved through readily available resources such as FAQs, online knowledge bases, video tutorials, and digital coworkers like Neople.

Why self-service customer support matters

Offering self-service options can enhance customer satisfaction by providing instant access to information. It also reduces the workload on support teams, allowing them to focus on more complex issues that require human intervention.

Components of self-service customer support

FAQs: A compilation of frequently asked questions with straightforward answers.
Knowledge bases: Comprehensive resources that offer detailed information on various topics.
Digital Coworkers: Tools like Neople that assist with common queries and provide guidance.

Benefits of self-service customer support

Accessibility: Customers can find help anytime, without waiting for business hours.
Efficiency: Quick access to information leads to faster problem resolution.

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https://www.neople.io/glossary/self-service-customer-support

AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

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