Today’s customers want service on their timeline and channels of choice. As the customer experience changes, companies must learn how to adapt to meet these new demands. Whether customers want to research a new product or service, follow up on a recent purchase, get specific support, or register a comment or complaint, they expect every interaction to be personalized, seamless, and easy.
That’s where self-service capabilities come in.
Frost & Sullivan research shows that when it comes to the customer experience, more and more organizations are moving to self-service channels to cut costs, leverage the benefits of automation, and improve the agent experience. Indeed, a recent survey of more than 1,200 contact center decision-makers shows that 56% say investments in self-service tools are a top priority for their organization. That makes sense: a recent survey from Salesforce reveals that customers have increased their use of self-service tools by more than 30%
Companies are facing a slew of challenges as they balance volatile market and economic conditions with the need to stay innovative and meet constantly changing customer expectations. Businesses that adopt a customer-forward perspective can stay ahead of these headwinds by proactively investing in customer centric experiences, customer-centric processes, customer-centric business models, and customer-centric innovations. When companies focus on putting the customer first, every other aspect of their business falls into place.
But as companies invest in self-service technologies, they must start their thinking of the contact center as a revenue generator; find ways to be proactive rather than reactive; and prioritize automation to boost agent productivity and retention.
Customers want a self-service experience that delivers clear, personalized, and relevant information when they need it, where they need it. Agents want to have an impact, deliver excellent support, and take pride in what they do. This paper will show you how to meet these needs efficiently and cost-effectively all while increasing ROI.
This article is posted at frost.com
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