Getting Your Digital Self-Service To Meet Expectations
When a business is providing a complete online user experience for their customers, getting the digital self-service platforms to the necessary level of integration is a major objective in improving customer satisfaction.
With the constant requirement for up to date advice and information to be available in an instant, your digital strategy has to meet, and exceed, your customer's needs. So, how can your current strategy be improved?
Increases In Customer Service Interactions
In a world where any online content is available within a few clicks, industries have reached a stage where their self-service platforms need to be all things to all people. Telephoning a company's Customer Service team is seen as outdated in today's digital outlook as more consumers go online.
Indeed, 35% of customer service interactions currently take place entirely online as people are bypassing telephone systems altogether. It's certainly an expectation of consumers today that companies who are classed as medium or large should have an in depth, reliable and informative self-service system in place.
US IT research and advisory company, Gartner, predict that over 85% of customer services will be administered without any human interaction by 2020. This figure is predicted based on a steady increase in digital self-service that has risen from 67% in 2012 to 76% in 2014. A sobering thought for any companies seen to be lagging behind in the digital world.
Consumers Are Doing It For Themselves
Customers, including—and especially—the so called, Millennials, are now expecting to harness the power of an organization's self-service platforms. It's viewed as a big step—and an important one—for them to solve their own issues without any help from the company's customer service frontline team.
As things move faster than ever in this digital world, most consumers need their information almost instantly. Being put on hold indefinitely on the customer service telephone hotline, just doesn't cut it anymore. It's been said that consumers hate waiting for coffee, let alone customer service!
As more organisations embrace the virtual connections of email and text messaging to inform and provide updates to their customers, others are proactively moving towards social media to provide channels that are seen as more accessible to more people. Twitter and Facebook have both risen as plausible methods of customer service, but both take significant development to provide customer service of any quality.
This brings us back to a solid, digital self-service platform. When a customer is interacting with the self-service methods already in place, a Live Chat popup could be seen as nod to speaking on the telephone, but, subtly implemented, it will give the customer reassurance that they can 'speak' to someone if they really need to.
The difference being that the LiveChat operator is perceived to be already there and waiting for the customer to chat, rather the the customer waiting for someone to connect with them. This is a good solution for less urgent matters such as answers to frequently asked questions, freeing up time and resource for the telephone operators to attend to more in depth issues.
Integration between these platforms can often trigger worries of the process taking additional time and money. Businesses could potentially be put off from making the changes, even though they can see the benefits. By choosing GOSS Interactive self-service platforms, integration can be seamless, giving businesses the confidence to take their customer service to the next level.
Customer self-service is growing and while more businesses increase their breadth of online service, there's still a way to go to get to the levels your customers expect. As technology moves forward and companies gradually add more integration and self-service options, reaching the 85% figure predicted by Gartner could be reached sooner than 2020.
Improve your customer service for increased customer satisfaction and cost savings.