Situational support allows assistance to be offered to customers in very specific problem situations to help them overcome challenges, problems, or tasks. Digital situational support offers customers immediate help, regardless of the availability (time and location) of the manufacturer's customer service.
There are various digital support functions that you can make available to customers so that they can resolve minor and major issues themselves around the clock, 24/7, even on weekends.
Top 6 context-based support features
Here are the best features that show how self-service optimized for situation-specific support can help your customers quickly and directly:
- Digital user manual
- Video tutorials for problem identification and resolution
- Intelligent help assistants
- Purchase consumables and spare parts
- Ask an Expert
- Request services directly via a customer app
The digital user manual is one of them and offers the advantage of being available anytime, anywhere. Users can conveniently access it on their smartphone or tablet and no longer have to search for the physical manual. This not only saves time, but also paper and protects the environment.
Another example is the availability of video tutorials for problem identification and troubleshooting. This allows customers to see how they can solve the problem themselves. Intelligent help assistants also offer a self‑service option. These can provide customers with step-by-step instructions for solving the problem.
Furthermore, it is possible to purchase consumables and spare parts directly via a customer app. An Ask-an-Expert service is also an option. This allows customers to communicate directly with an expert via a ticketing system or service chat and receive assistance.
The ability to request services directly via a customer app offers numerous advantages for customers, such as quick and easy requests, flexibility in scheduling appointments, and traceability of request status.
There are many different ways to support customers with problems or questions. Self‑service functions offer the advantage that they are available to customers at any time and they are not dependent on customer service. Companies should therefore ensure they provide good digital support in order to assist their customers in the best possible way and reduce the burden on customer service.
1. Digital user manual
Digital user manuals are a useful tool for helping customers use a product. By using digital user manuals, customers can quickly and easily access all the information they need to use the product effectively. Digital user manuals also offer an environmentally friendly alternative to traditional printed manuals. Digital manuals can reduce the amount of paper waste in companies and thus contribute to environmental protection. They can also be updated regularly to ensure that customers are always up to date. This can help increase customer satisfaction and reduce the likelihood of problems or complaints.
2. Video tutorials for problem identification and resolution
Video tutorials are easy to understand and accessible to everyone. This audiovisual aid helps customers save time and effort, as they no longer need to rely on support from a customer service representative. Instead , they can solve minor and major problems independently around the clock and no longer have to search for physical instructions. In addition, printed instructions are often difficult to understand, and customers frequently have trouble implementing problem-solving approaches based on text and sketches.
3. Intelligent help assistants
Intelligent help assistants are a useful tool when it comes to identifying product problems and providing solutions. With such an assistant, it is possible to find detailed repair instructions and perform troubleshooting. The assistant can also help identify the causes of problems and suggest appropriate measures to fix the errors. This increases troubleshooting efficiency and minimizes potential downtime . Another advantage of intelligent help assistants is that they provide fast and reliable support that is available at any time.
4. Purchase consumables and spare parts (context sales)
Contextual sales—purchasing consumables and spare parts—is a fast, time-independent process that only displays materials and spare parts that match the end customer's product and are therefore suitable for use with that product. By using context sales, customers can save time and money by simplifying and speeding up the search for the right materials and spare parts and ensuring that the right products reach the customer.
5. Ask an Expert (ticketing system and service chat)
An Ask-an-Expert feature that supports both ticketing and service chat allows end customers to contact a service representative directly. This is particularly helpful when customers have specific questions or issues that cannot be answered by an automated system.
Direct contact allows end customers to be served quickly and effectively, leading to higher customer satisfaction. In addition, Ask-an-Expert can also help build trust and loyalty among customers, as they know that they always have a competent contact person who is available to assist them with any questions or problems they may have.
6. Request services directly via a customer app
The ability to request services directly via a customer app offers numerous advantages for customers. It allows them to request the services they want quickly and easily, without having to put up with long waiting times. Requests can also be made around the clock, ensuring a high degree of flexibility. Customers can also make appointments to ensure they receive the service at the desired time. The traceability of requested services ensures that customers can check the status of their request at any time.
Conclusion
Compared to traditional analog operating instructions, digital situation-dependent support offers many advantages, such as better availability, up-to-date information, interactivity, environmental friendliness, and cost efficiency. Providing digital solutions can improve the customer experience and increase customer satisfaction. Companies should therefore ensure they offer good digital support in order to provide their customers with the best possible assistance and remain competitive.
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