You want to be a customer-focused organization, but most of what your service and support teams do is answer the same questions or solve the same very simple issues again and again. Rather than mining for rubies and gems, your team is spending so much time just cracking through the same rock day in and day out. Your team is tired. They want to contribute in a meaningful way and you want to help them reach their true potential.
On top of that, you’re being pressured to constantly improve service while reducing cost-to-serve. You’re between a rock and a hard place (to say the least).
Every business is seeking the treasure of superior experiences their customers desire and will come back for. However, actually hitting the motherlode will take a team strategically focused on digging in one particular area. Consider, if your people were able to direct their energy to the challenging, unique needs of each customer, wouldn’t they be more effective and, in turn, the customer be more satisfied?
Let’s go back to the numbers. Studies show that:
81%
of customers try to resolve problems on their own first.
Businesses can save up to
$8
per contact in comparison to live channels.
69%
of customers expect companies to have a selfservice
portal.
If you simply give individuals the avenue, their own pickaxe so to speak, they would be able to find those shallowly buried stones on their own. This can be quickly utilized in individual self-service capabilities like chatbots, FAQs, or video tutorials. However, these can quickly become disjointed and difficult to manage alongside other technologies. For businesses looking to adopt a long-term customer-centric strategy that also reduces cost-to-serve, they can unite these different channels through a self-service customer portal.
Help Customers Help Themselves
Additionally, self-service can take your customer experience to the next level.
Heigh ho! It’s off to build digital experiences you go!
But it might not go quite as quickly as you’d thought. The pandemic has forced businesses to move online; however, survival has meant making the most critical services available online. However, all that is digital is not gold. Meaning that, while these experiences are a necessary step in the right direction, these are not the intuitive and sophisticated digital experiences your customers and employees are looking for.
Let us be your magic mirror and show you how to start crafting better digital experiences that will lead to a successful ever after.
If you want to elevate your digital experiences, start by asking the following four questions:
How can I generate more online revenue?
How can I reduce cost to serve?
How can I give my employees what they need to be highly effective?
How can I break down silos created by disparate technology?