Customer Self-Service Best Practices
Improving Digital Self-Service
In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing the most valuable asset of an enterprise—the goodwill of existing customers. This white paper highlights five myths frequently encountered in the context of self-service strategies and implementations.
Eliminate Lost Sales and Bad Customer Experiences From Self-Service Search Overload and Dead-Ends
Web self-service has become the preferred method for consumers to buy products and get service, and keyword search has become the “de facto” self-service information-access method, thanks to the ubiquitous search box. However, as B2C interactions converge across sales, marketing, and service, and across simple informational queries to complex queries on problem resolution and sales advice, the limitations of keyword search start to show.
HOW DO YOU IMPLEMENT A VIRTUAL ASSISTANT SUCCESSFULLY ON THE WEBSITE?
We have identified the critical factors that determine the success of a virtual assistant (also popularly known as virtual agent or chatbot). The top 10 tips derived from the study are presented in this paper…Read more…
Success Stories From the Digital Self-Service World
A large portion of their customers were going to the website for self-service, but ended up calling the contact center—in one year, contact center agents were handling 850,000 phone calls. How this century-old manufacturer overhauled its website for effective diagnostics, improved sales, and better digital self-help experiences is what this story is about…Read more…
Who could help the retailer in delivering effective, brand aligned self-service on the website so that online commerce flourished, and customers, for the most part, didn’t need to email or phone for support?…Read more…