The advent of technology has simplified human life to an extent where you don’t even need to have a conversation with someone to get your job done. Few simple instructions and that’s it! You get it all. Wondering how? Numerous companies offering diverse products and services get connected with their customers through customer care centers and that’s nothing new. We have been speaking to a customer care representative all these years. This undoubtedly has been a resolution based attempt, however, it is time taking too. The long queues to get connected are no longer expected from a company which emphasizes on its customers. ‘Self Service’ is the new mantra globally!!
You receive a product but it may turn a lemon! Or you have endless failed encounters assembling it! You may have purchased an online service which doesn’t allow you to log in and so on. The first thing splashing into your mind is Customer care. But this is no longer the scenario. Microsoft conducted a research which states that 90% of consumers globally are expecting self-service customer support sites. Other researches reveal that more than 50% of consumers prefer a mobile responsive self-service over the traditional customer support. The projected vision is that consumers will manage 85% of work themselves without interacting with a human representative.
Fundamentally, self-service means consumers getting support without a human interaction on behalf of a company. Majority of companies offer an online data base or a knowledge bank with illustrational tutorials and other useful operating procedures. The most common questions posed are answered on a resolution based statements in the Frequently Asked Questions page of an online portal. These have been the common self-serve supports we have been seeing in the past 5 years. But the latest in town is IVR (Interactive Voice Response). Though we have been using this feature as part of domestic, office as well as customer support telephonic feature, the trending self-service IVR is updated software to get robust results in achieving customer satisfaction in call center industry. IVR Edge can be quoted as a classic example of the software with stunning features driving customer experience.
Self-service is a winning ideology which reduces deployment of trained personnel there by leading to cost efficiency. Accuracy is another key element which attracts self-service feature. It also empowers consumers to get resolutions as per their time and convenience. Undoubtedly, self-service is a key component in delivering a delightful customer experience
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