Introduction • Today, customers need accurate, immediate and full answers to their queries. • The first contact with customers should be always a pleasant exercise for them. • Network errors could be easily eliminated by utilizing the apt call center software in the system. • The Forrester survey 2015 has claimed that around 53% of the consumers are likely moving away from an online purchase if they don’t get their queries solved immediately. • So, it is an imperative task for the company to offer relevant and applicable information of its products and services on the company website itself.
Widespread Use of Mobile and Web Apps for Self-service • Customers don’t have time. Around 67% of the customers are mostly, in the age group of 18-40. And they are always in a hurry. • A little delay or technical errors towards resolving their queries could eventually lead to a loss of business. • Tech-savvy consumers make an online purchase of products directly from the site indicating the widespread use of mobile and web apps for self-service.
Live Webchat Facilities 24x7 • Another reason why self-service is growing at such a rapid pace is that of the company’s web chat facility on the live website round the clock. • Customers certainly wish to chat with the company representative before making a purchase or to resolve their particular doubts about a product or service of the company. • From 38% in 2009 to 43% in 2012 to 65% in 2015, web chat is now an essential factor for online business deals.
Voice Chat and Human Intervention • The online transactions are becoming smarter than ever with least requirement of human interventions. • Now, many companies often resolve customers’ queries and doubts, directly using artificial intelligence and automatic chatbots. • For the successful registering of consumer’s complaints, IVR mechanism can be also utilized to save time, money and efforts.
Enhanced Customers Satisfaction • When customers do online transactions starting from the selection of the product of their choices to purchase the same using credit or debit card, it gives them immense satisfaction. • When customer service is boosted, it raises loyalty and faith of the customers. • Consumer leverages self-service for hassle-free purchase directly from the comfort of their homes utilizing hi-speed network connectivity. • For the business owner, offering self-service facilities to customers lower their expenses and save a lot of time.
The Brighter Future of Customer Self-Service • The trend has set in. According to Mobe, the self-service mechanism is likely to be tailored to resolve customers’ problems by themselves by 2020. • Online assistance in the form of live chat, social media support, and online forums will offer more consistent and personalized services to customers.