A proven way to dramatically increase customer satisfaction, reduce inbound call volumes and improve contact centre efficiency is to integrate self-service options into your operations.
A win-win for everyone
In most contact centres, a large volume of customer enquiries are straightforward and simple, and can be handled without agent intervention using self service facilities. Customers are increasingly expecting to have quick and simple access to these tools so they can resolve their enquiry themselves.
When you enable customers to get information and perform transactions themselves, you reduce their frustration with having to wait in a queue, and you free up your agents to handle more complex matters. A win-win for everyone.
A more natural and effective experience
Self service starts by giving your callers the choice to self-select the issue they are calling about. They are either routed to the relevant self service option, or placed in a queue to speak to the right agent.
Our technologies such as Interactive Voice Response (IVR), and skills-based routing ensure you deliver a more natural, effective, and less frustrating experience than simple menu-based systems.
Inbound service examples
Typical transactions which can be easily solved using self-service functionality are those issues that are most frequently encountered by your agents, such as
- Providing bank balance information
- Paying a bill by credit or debit card
- Ordering a product or service
- Listening to a service outage update
- Requesting warranty information or your return policy
- Confirming business location or operating hours
Requesting a form or brochure be emailed or posted.
Outbound service examples
Be pro-active and deliver automated updates or reminders via phone, SMS or email to provide value, alleviate customer concerns and reduce customer enquiries. Outbound self-service possibilities include:
- Delivering updates on service outages and restore estimates
- Announcing planned maintenance outages or seasonal closing times
- Requesting customer satisfaction feedback after purchase or customer support
- Sending reminders about nearly due or past due accounts
- Promoting special offers or events
Expand your self service offerings
- Use our intelligent IVR suite to increase self-service options at the beginning of every voice call.
- Offer self-service messages to customers waiting in a call queue, so they can opt to perform simple transactions themselves and save time.
- Blend your IVR with our Mobility Module and provide self-service options via SMS message
- Provide links to self-service options during web-chats
- Provide links to self-service options in emails
- Post call summary and contact details
Drive continuous improvement
We give you real time and historical data and analytics, so you can monitor the success of your self-service channels. Use this information to –
- track customer journeys, abandonment rates and self-service outcomes
- see how many customers opt out of IVR for live-agent support
- highlight whether your self-service menu is functioning properly and help you fine-tune operations
Leverage data and feedback to drive continuous improvement in self-service channels and enhance the customer experience.
Self Service options that provide instant help
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