We have been talking about the future of self-service for years now, but guess what? The future is here. It’s right now. According to a Forrester December 2015 survey:
- Use of help or FAQs on a company's website increased from 67% in 2012 to 81% in 2015 among US online adults.
- Other self-service channels are also on the rise. There’s a rise in adoption across all self-service communication channels, for example, forum/community use jumped from 31% in 2012 to 56% in 2015.
Gartner predicts that by 2020, 85% of all customer relationships with enterprises will be conducted without any human interaction between the two parties.
Are you ready? Are you making it easy for your customers to get complete, accurate answers to their questions?
Here are 3 reasons to consider implementing web self-service in your contact center:
1. It’s what your customers expect.
- Your customers want you to make it hassle free for them to deal with you. Chances are if they are contacting you, it’s because they have a problem or question of some sort. Don’t exacerbate the problem by making them wait on hold for a long time, or have to speak to an agent and repeat information they already entered into your IVR.
- Give them quick and easy access to information they need so they can get back to their lives.
2. It’s what your agents want.
- If self-service is used to handle routine inquiries, this frees agents up to handle more challenging and interesting calls. Eliminating boring tasks for agents can reduce turnover.
- Self-service tools can also be made available to your agents. This reduces training time and frustration for them, making them more productive and their job easier.
3. It’s what your CFO needs.
- Self-service transactions cost significantly less. According to Forrester, phone calls can range from $6 - $12 or higher per call, compared to an estimated 10 cents per transaction for web self-service, potentially resulting in reduced overhead.
- Self-service improves your First Call Resolution rate. Repeat contacts represent increased call volume which inflates operating expense, and even worse – can result in dissatisfied customers. Dissatisfied customers are more likely to take their business elsewhere.
- According to Forrester, 55% of US adults are likely to abandon their online purchase if they can’t find a quick answer to their question. Providing effective web self-service can increase conversion rates, resulting in increased revenue.
Providing effective, well designed web self-service can have a dramatic positive impact on your business. If you’d like to find out how your company can benefit by web self-service, please drop us a line and let us know how we can help.