Top 5 Reasons Self-Service Is More Favorable Among Customers

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. 

1) 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. 

2) 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. 

3) 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. 

4) 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. 

5) 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. 

Case Study

An educational institute was started a couple of years back. The company didn’t install the latest call center solutions as a part of its cost-cutting measures.

However, the company didn’t realize that without appropriate technology in place, offering the self-service facility to students could be a tricky task. 

Gradually, the institute found that many of its students were seriously angry as they couldn’t get enough online assistance. The non-integration of the necessary call center software solutions in the process made things worse. 

It came as a big challenge for the firm. Students constantly kept complaining about the non-facility of self-service. Due to obsolete technology, learners couldn’t even consult the online study materials either. 

With the growing dissatisfaction among the students regarding the institute’s lackluster customer support, students lost all hope on the institute. It was indeed a big challenge for the firm to win back their faiths.

Finally, the institute decided to install the online call center software in the network to help students. Soon, the institute started receiving constant feedbacks as the students conveyed their happy feelings to them.

Starting from checking sample mock tests paper, reviewing necessary faculty tips to stare at previous year’s question papers – learners could now easily do so by consulting the institute’s web page. 

The demand of the time is “nothing” less than the best call center software. A call center should never install obsolete technology in its office. An entrepreneur should always opt for the best and advanced technological tools for offering expeditious customer care services.