Oracle Customer self-service (CSS): Put the Power into Your customers’ hand!
Did you know that recent studies show that 67% of customers find speaking to a support human agent an inconvenience.
Yes, you heard it right! Customers prefer to take control, find solutions themselves, and get on with their day.
The era of self-service is here, and it’s time to give your customers the freedom they desire!
Customer self-service (CSS) from Oracle is a game-changer when it comes to customer support.
It allows your customers to find the information they need and resolve issues without even having to contact your support teams.
In this blog article, we will go through the most important questions to uncover the potentiality of Oracle Customer Service CSS:
What is Customer Self Service “CSS”?
Customer self-service is proactive customer service that assists consumers who prefer to find their own solutions.
Rather than speaking with a customer support agent, users use self-service features to seek answers and troubleshoot issues on their own.
Customer self-service is an important component to include in your company’s customer service offering because it can provide your clients with quick and easily accessible solutions.
What are some examples of Customer Self Service?
Self-service provides information regarding self-service operations initiated by clients using an integrated self-service application, such as Oracle Utilities Customer Self-Service (OUCSS).
Some examples of self-service tasks include:
- One-time payments
- Account Verification
- Start/Stop requests
- Set up automatic payments
Regarding “Wind-IS” company, we know exactly what our clients need. That’s why we’ve made the most out of CSS Services.
Here are some examples of what we provide:
- FAQ Pages
- Chatbots
- Knowledge base
- Banking Digital Assistant (Chatbot)
- Insurance Digital Assistant (Chatbot)
- Transactional ChaCustomer Service AI Platform
What are the Benefits of Customer Self-Service?
Oracle Customer Self-Service (CSS) is a comprehensive solution that enables businesses to provide their customers with the ability to manage their own account information without requiring direct assistance from customer service representatives.
Below are 4 advantages of Oracle Customer Self-Service for businesses:
1- Empowered Customers:
With CSS, customers have the freedom to navigate through how-to tutorials, FAQs, and other support content at their own pace.
2- Reduced Support Load:
By providing self-service options, you can significantly reduce the number of support inquiries.
Now, you can free up your customer service teams to focus on more complex issues.
3- Faster Resolution:
CSS enables your customers to find solutions quickly, without the need for a live representative.
This means faster resolution times and improved customer satisfaction.
73% of customers say the most essential thing a company can do to offer them with outstanding online service is to value their time, and you can fulfill that desire easily by providing self-service.
Source: Aspect Software
4- 24/7 Availability:
CSS options like knowledge bases and chatbots are available round the clock, ensuring that your customers have access to support whenever they need.
“According to latest studies, 53% of customers are likely to abandon an online purchase if they can’t find an immediate answer to their question.” Those prospects will not buy from you if you do not have answers readily available.
Source: Forrester
5- Endless Options:
Oracle’s self service solutions offer a wide range of options to meet the diverse needs of businesses.
You must have the tools to create a perfect self-service experience for your customers.
Here are the 4 main tools:
1- Knowledge Base: Establish a comprehensive knowledge base that covers common inquiries and provides step-by-step guides, troubleshooting tips, and best practices.
2- Chatbots: Deploy AI-powered chatbots that can understand customer queries, provide instant responses. It can even escalate complex issues to human agents when necessary.
3- Searchable FAQs: Create user-friendly FAQ pages with powerful search functionality, enabling customers to quickly find answers to their questions.
4- Virtual Assistants: Offer conversational virtual assistants that guide customers through processes. Assistants can answer queries, and deliver personalized experiences.
How to implement an effective customer self-service?
By implementing Oracle’s Customer Self-Service (CSS), you can develop your customer support strategy easily.
1- Highlight the most popular FAQs:
Identify the most commonly asked questions and prominently feature them in your self-service platform.
This makes answers easy to find, allowing customers to quickly resolve their queries without having to search extensively.
You can showcase popular FAQs in a separate section dedicated to frequently asked questions.
2- Use screenshots, videos, and audio where possible:
Visual aids can greatly enhance the self-service experience. Incorporate screenshots, instructional videos, or audio guides to demonstrate step-by-step processes or troubleshoot common issues.
3- Keep your content up-to-date:
Regularly review and update your self-service content to ensure its accuracy and relevance. Outdated information can lead to customer frustration. Establish a process to review and refresh your content, especially when there are changes in products, services, or policies.
4- Make use of search behavior:
Analyze customer search behavior within your self-service platform and use the insights to optimize your content.
Identify common search terms and incorporate them into your FAQs or knowledge base.
5- Use chatbots or virtual assistants:
Implementing chatbots or virtual assistants can enhance self-service capabilities by providing real-time assistance to customers.
These AI-powered tools can handle simple queries, guide customers through processes, or escalate to human support when necessary.
Chatbots can significantly reduce response times and provide instant support to customers.
These tips can help you create an effective experience for customers.
By continuously improving your self-service options and addressing customer needs, businesses can enhance customer satisfaction and reduce support costs.
Contact Wind-IS today to discover how CSS can drive your business forward!
