Tony Iero

How to Prepare for the Growing Self-Service Trend

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According to outside research only 29% of millennials prefer to talk on the phone for customer service. Speaking to customer service is dramatically dropping off as chat rises as the preferred method of contacting customer service.

Organizations must deliver easy and effective customer service. If they don’t, customers will leave the brand. More importantly, customers will complain to their networks about their experience and tarnish your brand.

So, what can organizations do to stay ahead of the self-service trend?

Introduce Web & Mobile Chat

Online chat adoption among customers has been on the rise since 2009. Chat offers many benefits to the customer and allows organizations to quickly connect customers to the necessary skilled agents while avoiding the drawn out IVR path. Questions can be resolved in practically real-time with chat. In addition, organizations can leverage customer context to navigate customer conversations instead of forcing the customer to start over.

Keep in Mind Other Self-Service Channels Exist

In addition, to the customary self-service channels, the use of other channels including online forums and communities are rising. Online forums often consist of a variety of different technology tools, including message board forums, chat, instant messaging and more. Community members join the forum and use these tools to communicate, while your organization moderates the discussion and makes sure it’s achieving it’s business goals. Online forums can be a cost-effective way to provide genuine customer service without exhausting effort.

Offer True Omni-channel Self-service Help

Let customers create their own experience by integrating and making every touchpoint channel available along their journey. Customers constantly remind us their biggest frustration is having to repeat their question or explain their issue over and over. Most organizations have setup self-service options but fail to unify all the channels. In fact, most organizations have not cross trained their agents to handle multiple customer service channels. Uniting your typical voice channel with the self-service channels provides customers with an optimal experience.

Today, customers want the option to resolve straight forward customer service interactions via self-service, leaving complex issues for phone conversations. Customers increasingly leverage self-service and digital channels for customer service because these channels offer the least amount of interaction friction. Therefore, it’s critical for your organization to provide each customer with accurate, consistent, and relevant answers through self-service options.

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