--- title: The Ultimate Guide to Digitalising Your Customer Service (2023) description: Excellent customer service is no longer optional but has become a fundamental requirement for businesses to thrive and stay competitive in this digital age. This 10 step checklist will help you launch your self-service project. image: https://blog.smart-tribune.com/hubfs/pexels-fauxels-3183152%201-2.jpg --- [![Logo Smart Tribune](https://blog.smart-tribune.com/hubfs/new-logo.svg)](https://smart-tribune.com/) - [How it works](https://fr.smart-tribune.com/base-connaissance-ia-360/) - Solutions - By issues - [Deploy an AI chatbot](https://fr.smart-tribune.com/plateforme-chatbot-ia/) - [Customer journey autonomy](https://fr.smart-tribune.com/autonomie-parcours-client/) - [Customer advisor support](https://fr.smart-tribune.com/assistance-conseillers-client/) - [Keeping knowledge up to date](https://fr.smart-tribune.com/maintien-jour-base-connaissance/) - By industry - [Ecommerce and Retail](https://fr.smart-tribune.com/e-commerce/) - [Bank Mutual Insurance](https://fr.smart-tribune.com/banque-assurance-mutuelle/) - [Energy](https://fr.smart-tribune.com/energie/) - [Travel and Tourism](https://fr.smart-tribune.com/voyage-tourisme/) - [Customers](https://fr.smart-tribune.com/clients/) - Our technology - [AI chatbot](https://fr.smart-tribune.com/plateforme-chatbot-ia/) - [Decision trees](https://fr.smart-tribune.com/smart-guide/) - [Enhanced help center](https://fr.smart-tribune.com/faq-dynamique/) - [Advisor knowledge base](https://fr.smart-tribune.com/smart-knowledge/) - [Contextualized help box](https://fr.smart-tribune.com/smart-push/) - [Knowledge AI assistant](https://fr.smart-tribune.com/smart-ai/) - [Knowledge manager](https://fr.smart-tribune.com/smart-dashboard/) - Pricing - Ressources - [Webinars](https://fr.smart-tribune.com/webinars/) - [Resources Center](https://fr.smart-tribune.com/ressources/) - [Press](https://fr.smart-tribune.com/presse/) - [Blog](https://blog.smart-tribune.com/) - [Integrations](https://fr.smart-tribune.com/integrations/) EN [FR](https://blog.smart-tribune.com/fr) [Product Demo](https://en.smart-tribune.com/demo-produit) - Smart tribune - [Blog](https://blog.smart-tribune.com/en) - The Ultimate Guide to Digitalising Your Customer Service - ![linkedin-icon](https://blog.smart-tribune.com/hubfs/blog_assets/linkedin-icon.svg) - ![x-icon](https://blog.smart-tribune.com/hubfs/blog_assets/x-icon.svg) - ![facebook-icon](https://blog.smart-tribune.com/hubfs/blog_assets/facebook-icon.svg) ![digital customer service project checklist](https://blog.smart-tribune.com/hubfs/pexels-fauxels-3183152%201-2.jpg) [SELF-SERVICE](https://blog.smart-tribune.com/en/tag/self-service) On MAY 25, 2021 # The Ultimate Guide to Digitalising Your Customer Service Posté par [Jeremy Gallemard](https://blog.smart-tribune.com/en/author/jeremy-gallemard) The [digital customer relations revolution](https://blog.smart-tribune.com/en/digital-customer-service-project-check-list) has arrived and it is here to stay. Consumers are increasingly adopting digital habits, from purchasing everyday items, booking flights to banking and much more. If things weren't already heading in this direction before the pandemic, they certainly are now with reports stating that the crisis has accelerated the digitalising of customer interactions by several years. ## [![New call-to-action](https://no-cache.hubspot.com/cta/default/3369926/f4b67612-8b5e-4fa4-b55f-33a0ef098a78.png)](https://cta-redirect.hubspot.com/cta/redirect/3369926/f4b67612-8b5e-4fa4-b55f-33a0ef098a78) ## **Consumer behaviour is evolving and your customer service needs to reflect this change** In this changing digital landscape, excellent customer service is no longer optional but has become a fundamental requirement for businesses to thrive and stay competitive. With alternative options just one click away, customers can easily switch brands based on their customer service experience. It has even been found that after just one negative experience, 51% of customers will never do business with that company again. When customers need help, they want to be able to find the answers to their questions as fast as possible. In fact, 72% of consumers want to be able to do this on their own without having to wait or pick up the phone. The bar has been set high, and customer autonomy should be an important objective for any business interacting with its clients digitally.  Luckily there are tools and solutions that exist that can help transform your user experience to meet your customer's expectations of [customer self-service](https://blog.smart-tribune.com/en/what-is-customer-self-service). In its simplest form, customer self-service is a way for brands and businesses to give their customers the ability to find *and* [get immediate answers to their questions on their own](https://blog.smart-tribune.com/en/make-your-website-customer-self-service-friendly) via tools such as [chatbots](https://blog.smart-tribune.com/en/8-questions-to-ask-before-launching-your-chatbot), dynamic FAQs and smart help widgets. [![New call-to-action](https://no-cache.hubspot.com/cta/default/3369926/aff762c9-ba1b-4ead-b005-1a0c99ffe07c.png)](https://cta-redirect.hubspot.com/cta/redirect/3369926/aff762c9-ba1b-4ead-b005-1a0c99ffe07c) ## Launch your digital customer service project with self-service solutions You might be left wondering how your business can re-think its approach to customer service to reflect today's changing times. We know it can feel a little daunting to try and figure out where to start or how to tackle this type of project - so we went ahead and created the ultimate checklist to help your customer self-service project get underway. Several solutions are available to enhance your [customer experience](https://blog.smart-tribune.com/en/difference-customer-success-customer-experience) and these are a few (of many) benefits that your organisation could enjoy: - Automate up to 70% of contact requests made to your customer service teams - Increase [on-site conversions](https://blog.smart-tribune.com/en/power-customer-self-service-purchase-journey) by more than 20% to reassure your users and help them cross that finish line - An average 80% customer satisfaction score. What are you waiting for? [Download the guide and join the digital customer service revolution!](https://blog.smart-tribune.com/en/lp-self-service-project-checklist?utm_campaign=Newsletter%20UK&utm_medium=email&_hsmi=125537144&_hsenc=p2ANqtz-_BtEiqq5BNaHKksHBQxGVTVrwsStp42odCg3X7jk-RPBIYdzJ_wK0gCcoNeiIP9Qyv9CBYHPfj-8C7ofzOzkPmNxHsWayqupyFp_WATIkEsgfwigY&utm_content=125537144&utm_source=hs_email) [![New call-to-action](https://no-cache.hubspot.com/cta/default/3369926/a1da627e-9081-4449-9921-9680b4250c2a.png)](https://cta-redirect.hubspot.com/cta/redirect/3369926/a1da627e-9081-4449-9921-9680b4250c2a)   Auteur ![blog-post-author](https://blog.smart-tribune.com/hubfs/Frame%202%20(10).png) ## Jeremy Gallemard Hello! I'm Jérémy, President & Co-founder of Smart Tribune. With my background in the digital & customer experience space I'm happy to share my insight & practical advice on customer experience today & what it might look like tomorrow. Happy reading! [![LinkedIn Icon](https://blog.smart-tribune.com/hubfs/blog_assets/linkedin-icon.svg)](https://www.linkedin.com/in/jeremygallemard/) [![Twitter Icon](https://blog.smart-tribune.com/hubfs/blog_assets/x-icon.svg)](https://twitter.com/Jgallemard) [![Facebook Icon](https://blog.smart-tribune.com/hubfs/blog_assets/facebook-icon.svg)](https://www.facebook.com/SmartTribune) ![cta-side-img](https://blog.smart-tribune.com/hubfs/SmartTribune_Theme_2025/cta-side-img.png) Recevez nos derniers articles En cliquant sur "S'inscrire", vous autorisez Smart Tribune à stocker et à traiter les données personnelles soumises ci-dessus afin de vous fournir le contenu demandé. ## To go further [Read the article](https://blog.smart-tribune.com/en) [![ transform customer service in 2021](https://blog.smart-tribune.com/hs-fs/hubfs/14%20-%20Relation%20client%20-%205%20innovations%20%C3%A0%20mettre%20en%20place%20avant%20fin%202020.jpg?width=352&name=14%20-%20Relation%20client%20-%205%20innovations%20%C3%A0%20mettre%20en%20place%20avant%20fin%202020.jpg)](https://blog.smart-tribune.com/en/6-ways-transform-customer-service) [SELF-SERVICE](https://blog.smart-tribune.com/en/tag/self-service) ON MAY 25, 2021 ### 6 Ways to Transform Your Customer Service Until recently, customer service was typically seen as a “to-do” to check off the list or as an additional cost to bear, something that... [Read the article](https://blog.smart-tribune.com/en/6-ways-transform-customer-service) [![insurance customer service](https://blog.smart-tribune.com/hs-fs/hubfs/pexels-andrea-piacquadio-3831552%201.jpg?width=352&name=pexels-andrea-piacquadio-3831552%201.jpg)](https://blog.smart-tribune.com/en/insurance-customer-service) [SELF-SERVICE](https://blog.smart-tribune.com/en/tag/self-service) ON MAY 25, 2021 ### Insurance: 6 keys to improving customer service thanks to self-service solutions No one is safe from a catastrophe. Anyone can experience an accident or material damage. And in these situations, you know the adage:... [Read the article](https://blog.smart-tribune.com/en/insurance-customer-service) [![customer service chatbot](https://blog.smart-tribune.com/hs-fs/hubfs/customer-service-chatbot.jpg?width=352&name=customer-service-chatbot.jpg)](https://blog.smart-tribune.com/en/customer-service-chatbot) [SELF-SERVICE](https://blog.smart-tribune.com/en/tag/self-service) ON MAY 25, 2021 ### Customer Service Chatbots Are Redefining Customer Service Customer service chatbots have become an essential tool for changing the entire customer service experience, especially as it relates to... 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