Blog Usetiful - Digital product adoption made simple

  The customer self-service train has picked up massive momentum over the last few years. These days, an exciting mix of emerging strategies and technology has emerged to help brands deliver experiences that drive customer loyalty and retention. However, too many businesses are failing to take advantage of these new models and best practices.  This article will examine the state of customer self-service in 2024 and how your business can embrace a more user-centric future. Image by cookie_studio on Freepik The evolution of customer self-service In many ways, the conversation around customer self-service is too fixated on cost savings. While that is a major concern for many businesses, it ignores the fact that the true value of self-service tech lies in its potential to provide added value for users, which in turn boost retention, loyalty, and revenues. So, when it comes to customer loyalty, what do these value-enhanced interactions look like? Well, for starters, it means that c...

  In an era of instant gratification, short attention spans, and widespread impatience, woe betide any business that leaves their customer frustrated when they need information. Indeed, some modern consumers are just as likely to take to social media to complain about your product as they are to wait for a response from a customer service or live chat rep. So, how are businesses meant to respond to the problem of rising customer expectations? The best way is to listen to what customers want.  A recent Q&A with Michael Rendelman , a senior specialist at Gartner’s Customer Service & Support division, suggests this might be a generational thing. Rendelman shared that 38% of Millennials or Gen Z consumers would give up on resolving an issue if there were no self-service option.  However, as Rendleman highlights, the scariest part is what happens after. If they can’t find a self-service option, around half of Millennials and Gen Z consumers say they would not buy from ...

  A well-organized and consistently updated knowledge base offers lots of great benefits for your product and your customers. But how can you unlock these perks?  Read our guide for all the tips and tricks you need to build an effective knowledge base portal so you can push your customer self-service to the next level. Understanding the value of a knowledge base portal The way that customers engage with products has changed a lot in the last decade. Research from the CX Network showed that when it comes to a choice between a phone call, a store visit, or digital channels, two out of three customers prefer to solve issues via digital channels.  These figures are set to increase as younger internet-native generations make up a larger share of customers. However, digital channels are an umbrella term that describes a wide array of communication options, from email to self-service portals, blogs, FAQs, chatbots, and, of course, knowledge-base portals. The good news for busine...