No Code Digital Customer Self-Service Platforms - The Benefits

6 min read

In a world where customers expect 24/7 access to information and support, businesses must find ways to provide digital customer self-service experiences that reflect modern consumer expectations and preferences. Self-service experiences give customers faster and easier ways to answer their questions and complete common transactions online. They can also dramatically reduce business service costs versus in-person retail or branch visits and contact center interactions.

The good news is that more and more organizations are beginning to realize the importance of digital self-service experiences. However, the problem is that most organizations are struggling to build these experiences at the pace they want. Limited development resources, long development queues, experience gaps, and systems integration challenges all contribute to delays and high costs.

In this blog post, we'll explore why no-code is the future of customer experience development and what type of feature-rich and engaging experiences businesses can create customer self-service experiences and quickly evolve them as customer or business needs change and do this without straining their resources or incurring high costs and long planning and development cycles. We'll look at some of the advantages of this approach, as well as some of the challenges that businesses need to be aware of.

What is digital customer self-service and why is it important?

Digital customer self-service is a way for customers to get the information or assistance they need without having to contact a company representative directly. Typically, this can be done through an online knowledge base, or customer self-service portal.

There are many benefits to this type of customer service, including 24/7 availability, lower costs, and increased customer satisfaction.

For customers, digital customer self-service is a convenient option to help themselves resolve issues without having to contact customer service, wait on hold, wait for a company representative to be available, or go back and forth in order to resolve the issue. As the result, customers are more satisfied with their interactions with the brand, become more loyal customers, and recommend the brand more often.

It is also a cost-effective way for companies to provide customer service and reduces overall customer support costs. By providing easy-to-use self-service options, businesses can reduce the number of customer service calls and emails they receive, freeing up time and resources to focus on other areas of the business. It also allows businesses to improve their customer service operations and better meet the needs of their customers.

Digital customer self-service is an important part of any business's customer service strategy.

The benefits of building digital customer self-service experiences without coding

Digital customer self-service experiences are essential for businesses in the modern age. They provide a quick and easy way for customers to find answers to their questions without having to contact customer support.

However, building these types of experiences can be difficult and time-consuming, especially if you don't have a background in coding.

That is why emerging no-code platforms provide numerous benefits and are here to stay. Here are some of the benefits of using no-code customer self-service platforms:

Speed: No-code customer self-service applications have a faster time to market

Speed is critical in today's business world. The faster you can get your product or service to market, the better your chances of success. However, the traditional way of developing custom software is extremely slow and cumbersome.

To release a single new software feature, you may need to spend days, weeks, or months on project management: gathering the requirements from business stakeholders; getting it signed off into the product backlog. Then spend additional time in a specification and code review process to pass QA testing and planned deployments.

It’s even harder when legacy code makes updates nearly impossible without breaking existing functionality. To make matters worse, every stakeholder needs their own version of your development environment because different systems impact various parts of their domain expertise. In other words, everyone needs “temporary” replication just so they can deploy individual features that only they care about before your project is ready for production with A/B testing and control groups.

Unlike custom development, no-code customer self-service platforms provide a much faster and easier way to build custom applications. No code offers rich functionality and the ability to turn projects around in a fraction of the time it would take if built using traditional or low-code options. No-code's visual interfaces bridge the gap between idea and workable application, helping non-technical teams get products to market faster with fewer headaches. 

No-code platforms allow you to evolve experience on the fly, without the need to contact a developer or solution integrator or need to re-deploy code.

So if you're looking for a way to speed up your time to market, no-code development is the way to go.

Cost: No-code customer self-service applications have significantly lower initial investment and overall cost of ownership

If you look at the custom development process, you’ll realize that it is a huge up-front investment. First, it requires a skilled and diverse team of experts, including project managers, UI and UX designers, developers, product managers, and product marketing talent. It also takes long development times coupled with complex testing & deployment protocols. Not to mention the need to create and maintain complex code, ongoing bug fixes, and feature compatibility. All these factors make the custom development process quite time-consuming and expensive.

On the other hand, implementing customer self-service experiences with no-code platforms is often more affordable and quicker to implement as they come with the less up-front investment.

ROI: No-code customer self-service applications have a higher return on investment

There are many benefits of investing in a no-code customer experience platform. Perhaps the most important benefit is the ROI. A study by Forrester found that businesses who invest in a no-code customer experience platform see an average ROI of 200%. That means for every dollar invested in the platform, businesses see an average return of two dollars.

A no-code customer experience platform enables organizations to create, measure, and optimize customer journeys without the need for coding or other technical skills. This can help organizations save time and money while still delivering high-quality customer experiences. By enabling anyone to create and optimize customer journeys, no-code platforms empower organizations to make the customer experience a competitive advantage.

Additionally, businesses that invest in a no-code customer experience platform are often able to improve their customer satisfaction rates. This is because the platform makes it easy to gather feedback from customers and make changes to the customer experience based on that feedback.

Agility: Improved Business agility with a no-code customer experience platform

Building a custom CX application is costly and time-consuming. And far too frequently these initiatives result in yet another siloed application that is not well integrated with any other business tools, lacks good analytics, and quickly becomes outdated.

The power of the no-code customer experience platform is in its ability to help you quickly launch new CX initiatives, and rapidly change and adapt to the ever-changing needs of your customers. Teams that are closest to the customer, like marketing, service, and subject matter experts can easily make changes to the customer experience without having to write a single line of code. Changes are available in real-time, without having to deploy or update any software.

No-code platforms come with pre-built and API-based integrations that make it easy to connect them to your CRM, account management, call center, and other tools. As you introduce new tools or make changes, you can enable new integrations and workflows, without the need to develop and support those integrations.

The increased agility made possible by no-code enables enterprise organizations to keep up with consumer demand for more digitized services and products. Because it’s possible to deliver applications across many platforms, customers are able to interact with the business the way they expect to. 

What type of customer experiences can you create with no code?

No code platforms offer a wide range of features and capabilities that you can use to create unique and engaging customer experiences. Here are some of the things you can do with no code:

  • Create engaging knowledge bases for customers partners and teams
  • Enable unified enterprise search to retrieve relevant information from siloed content sources
  • Build customer portals to enable your customers to self-service online
  • Deflect cases with dynamic contact us flows
  • Pre-qualify leads with dynamic landing pages
  • Build product recommendations flow
  • Create conversational experiences

Wrapping up

When it comes to digital customer experiences, the self-service trend is here to stay. But for many organizations, creating self-service experiences can seem like a daunting task. After all, it often requires coding or other technical skills.

Fortunately, there are now a number of platforms and tools that allow organizations to build digital customer self-service experiences without any coding. In this blog post, we'll explore some of the best options out there.

Victoria
I love to write with one goal in mind - to help you build amazing customer experiences. Our content is tailored to help you understand your customers, design great products and deliver world-class customer self-service. I share my knowledge and experience through my articles, videos, podcasts, templates, and more - so you can take your customer experience to the next level.‍

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