How can you save costs immediately and get a higher customer satisfaction? By using Online Self-Service, the customers serve themselves and an expensive conversation in the contact center is be avoided.
Prevent Frequently Asked Questions
Your savings can be substantial when you prevent frequently asked questions. The solution is twofold: create a clear and proactive communication, making sure questions don't even arise, and when they do, answer them automatically as much as you can.
Consumers are used to Online Self-Service and even prefer it in some cases. For requesting an account balance or performing transactions, a "computer" has a reliable image. Other examples of self-service procedures are requesting an invoice copy or parking registration.
A question that is automatically dealt with costs only 10% of what it would have cost had the question ended up with the contact center. Besides these significant savings, agents will have more time left to answer complex questions with a higher value, enabling them to make a difference and have higher job satisfaction.