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Why You Need Customer Self-Service And How To Do It - PlayVox - ContactCenterWorld.com Blog

Why You Need Customer Self-Service And How To Do It

When customer self-service comes to mind, we think of it as a time-saving and easy way to provide customer solutions without having to deal with the customers themselves. Sounds lovely, doesn't it?

Yet, many companies still believe their FAQ page and search box is enough. Sorry to say, but this just won’t cut it anymore.

And if you feel self-service isn’t a must and prefer clients to reach out to you so you can provide a personalized experience, think again. Customers are lazy and asking them to reach out could potentially cost you sales.

To help you get started, we'll discuss the benefits a proper customer self-service and how to go about building one.


Clients like to try to figure it out themselves first

Before contacting the company in question, most clients prefer to search for the answer themselves.

Think about how many times you've Googled how/where/when to do something before getting in touch with the company to assist you?

Forums and YouTube videos suddenly become our best friends. Unless it's too technical or absolutely needs an agent, in most cases, customers like to work it out on their own.


It reduces the workload of your agents

Time is money! The more you can efficiently redirect clients to self-service, the more time agents have to bring real added value to cases and customers that really need it.

Stimulate agents and bring them new challenges. Not only will you save agents from boredom and mind-numbing work, but most importantly you'll maximize their potential!


How to create a great self-service?


Provide in-depth answers

Although the customer questions might seem obvious, every answer should be thorough and well-thought out. Many companies make the error of having little information available to customers.

Help clients help themselves by providing them with all the possible tools. A more detailed answer doesn’t mean more words. Don’t hesitate to use screenshots, tutorials, recorded webinars, links and so on to help create a rich self-service where clients feel they are being accompanied and walked through every step of the way.


Promote self-service

Go beyond the search box at the top of you page and create popups and links where potential questions may arise.

Let’s say a customer was about to close a purchase but forgot to check the return policy. Linking to the complete shipping and return policy on the very page where such question might arise is not only proactive but helps the client move along the customer journey.

By putting yourself in your customers’ shoes you’ll be able to provide the right information at the right time and the right place. The key is to bring the information to the customer so they don’t have to look for it.


Create user-friendly content

If it looks confusing, clients will immediately give up and resort to getting in touch with one of your agents. Therefore, self-help needs to be soft on the eye and easy to understand.

Avoid complicated jargon and abbreviations and instead, opt for straight to the point, 5th-grade reading level. Break information down into bite size pieces, use visuals and create videos which make information consumption fast and easy.


Make it interactive

To ensure that your self-help customer support service is working, there's no one better to ask than the clients who use it.

Consider including a comment section and 'was this helpful?' at the end of every piece of content. Or why not create a forum where agents can interact and answer questions that might not have yet been addressed so it can be viewed and accessed by other customers?

Making self-service interactive is essentially like getting feedback from your customers and provides you with a wealth of information to know what’s working and what needs improvement.


Customer self-service is more than a brief FAQ page. When done well, it can have the potential to move clients along their journey and unburden agents so they can focus on bringing real value.

**Learn how to create an FAQ that closes sales**


Plus, customers will appreciate you for providing them with the right tools to figure out the answers themselves. What's not to love?

Source: http://blog.playvox.com/why-you-need-customer-self-service-and-how-to-do-it

Publish Date: September 30, 2016 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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