Allow customers to self-serve
Studies show that 73% of customers prefer to find an answer to their problems online before trying to interact with a human over chat, phone or in branch. Interestingly enough though 55% of customers are unsatisfied of usability of current self-service portals. This is why companies should invest in creating or revamping their current portals to give their customers the chance to serve themselves to solve their issues without contacting support. Through customer portals, users should be able to easily find troubleshooting info, access knowledge base, and retrieve support material relevant to their issues.