A fresh strategy to elevate your customer service game this 2025

As your business grows, you’d want to keep your loyal customers AND attract new ones. But this would require you to expand your workforce, which isn’t always the best or most cost-effective solution.

Good thing there’s customer self-service. ?

ICYDK (or just forgot about it), it refers to a set of tools and resources that allow customers to solve issues on their own. As Shopify suggested, you can use it to empower shoppers and your customer service team.

?? Examples of customer self-service tools

• FAQ pages (the most common one) are commonly used to organize issues and concerns and provide the corresponding solutions.
• AI chatbots can handle basic questions with pre-programmed answers. Plus, they can answer queries 24/7.
• Data libraries are an easy-to-access database of your product policies, guides, and certifications. These can also include tutorials and product how-tos to help your customers educate themselves about your store and products.

?? Best practices

• Use an intuitive content layout. Make sure your “Help” sections are visible and easily accessible.
• Keep it relevant. Always update your information (especially for Product Safety documentation). Use clear and concise language and instructions.
• Offer human assistance. Of course, your customer service team should also be ready to address issues and concerns. Make sure there’s an option to contact a customer service rep.

An effective self-service system requires planning and continuous updates. If you want customers to help themselves, you have to make it easy to do so. ??