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Article : Elevating The Role of Self-Service – 8 Top Tips

#contactcenterworld, @puzzelsolutions

Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed of Puzzel explains more.

The role of self-service is in a state of transformation as contact centre leaders look for smarter ways to meet customer demand and corporate business requirements. Research by ContactBabel indicates that 80% of organisations offer some form of self-service with web self-service and telephony self-service or voice IVR being the most widely adopted across contact centres of all sizes. When it comes to other forms of self-service adoption, by far the most prevalent are FAQs (83%) followed by self-help customer videos at 23% and virtual agents at nearly 10%.

Self-service is growing but it has a far greater role to play than simply reducing the number of calls coming into the contact centre. Puzzel’s latest white paper outlines the options and explains how to create an effective self-service strategy supported by the latest cloud-based contact centre technology.

8 Top Tips for Self-Service

An important rule to remember is that self-service shouldn’t be left to chance. A successful self-service implementation comes down to a clear, carefully thought-out process that puts the customer at the heart of everything. Puzzel’s white paper offers 8 top tips to maximise self-service in contact centres including:

 

1. Have a clear goal

Start by questioning your organisation’s true motives for deploying self-service? Whatever the reason, make sure the customer is the key motivator. Give customers what they really want and consider rewarding them for using self-service.

 

2. Focus on existing self-service assets

Find out what works and what does not work by focusing on your existing self-service assets while looking for opportunities to improve their value.

 

3. Make the experience more engaging

Customer intimacy is the name of the game. Why not use tools such as speech recognition to bring a human element to voice IVR? Customers can ‘speak’ with the added bonus of round-the-clock self-service availability for example to look up their bank balance, pay their utility bills, purchase theatre tickets or book flights.

 

4. Look beyond IVR

Today’s self-service options are varied and appeal to different senses from automated speech recognition, web self-service including search text and FAQs, bots, virtual agents to the latest Smartphone apps and Visual IVR.

 

5. Zero out the "zeroed out to an agent" statistics

It is estimated that typically 17%[iii] of all calls that go into a self-service option are "zeroed-out" when the customer decides they would actually prefer to speak with a live agent. Remember to listen to what customers want and avoid complex IVR functionality.

 

6. Consider Visual IVR

Smartphones make it possible to offer visual representations of IVR menus. Visual IVR can be used to send video presentations such as relevant ‘how to’ YouTube clips, while waiting for an agent.

 

7. Bridging the gap with bots

Bots offer a powerful way to build a bridge between the digital and human world. They are a powerful addition to an organisation’s self-service portfolio. The secret is to choose the right bot for your contact centre.

 

8. Take a closer look at virtual agents

Virtual agents often appear as an embedded widget on support pages, sometimes fronted with an avatar, inviting customers to engage via text in the hunt for answers. Whether you decide to use bots or virtual agents, be sure to make them an intrinsic part of your self-service offering to deliver far greater levels of personalisation.

Good self-service should be customer-focused and become a part of the customer journey. Take on board these 8 simple strategies to get it right and you’ll be rewarded with customer loyalty, healthy profits and a distinct competitive advantage.

#contactcenterworld, @puzzelsolutions


About Mashud Ahmed:
Mashud works as Business Innovation Manager at Puzzel, developing optimum customer interaction solutions.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Can You Deliver?

Read today's tip or listen to it on podcast.

Published: Monday, May 21, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
PH: 732-380-9100

5.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)
PH: 9962646830

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive
PH: +212645845790

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
PH: 0217991445

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 

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