How can businesses strike a balance between promoting self-service options for customers to find solutions independently and ensuring that they still receive personalized support from the customer service team when needed?

Businesses can strike a balance by offering a variety of self-service options, such as FAQs, chatbots, and online tutorials, to empower customers to find solutions independently. They can also implement a system that seamlessly transitions customers from self-service channels to personalized support when needed. Additionally, businesses can train their customer service team to provide personalized and efficient assistance, ensuring that customers feel supported and valued when they do require help. By continuously gathering feedback and analyzing customer interactions, businesses can refine their self-service options and customer service processes to meet the evolving needs of their customers.