Key Points
  • 90% of all customers expect a business to offer a self-service support portal or community

  • To provide seamless customer interactions across all platforms organisations must be willing to invest in technology and analytics

  • A strategic partnership with a customer focused Business Process Management Provider can help deliver intelligent, personalised customer support across multiple channels

As we know, customer expectations are continuously evolving but one demand that remains constant is the customers’ need for 24/7 availability of customer service support. Microsoft’s Global State of Multichannel Customer Service Report says that 90 percent of customers expect a business or brand to offer a self-service platform or community that provides answers to their Frequently Asked Questions (FAQ’s).

Businesses are now left with no choice but to invest in customer service, but where exactly do they begin?

24/7 Self Service is a Reasonable Request

Providing a 24/7 self-service option benefits both the customer and the business. It fulfils the modern day customers’ need for convenience and provides the flexibility for a fast-paced modern lifestyle. Most people, especially the millennials, do not appreciate the time spent on long conversations with customer service agents. They would rather prefer a self-triggered quick-resolution to their issues and concerns. Customers want businesses to value their time and more importantly their airtime. We cannot ignore the fact that increased non-voice support and 24/7 self-service options could significantly reduce call volumes. There is no doubt that 24/7 self-service is a win-win for both business and the customer.

Investment in Technology and Consumer Analytics Drives 24/7 Self-service Success

The ability to offer 24/7 self-service is just not enough to enhance customer experiences (CX) and retain clients. Organisations must also deliver seamless customer support across multiple platforms if they want to gain new clients and deliver a personalised CX. This cannot be done without a unified customer interaction platform, a single platform that manages multiple channels and provides one single view of the customer journey. These platforms empower the customer support, and sales team with historical customer data and context, which further enable to provide relevant solutions, products and services. Automation tools also provide insights on the consumer’s pain points, past experiences and help identify areas of improvement for the business. If you are unable to obtain historical data and insights from your businesses’ 24/7 self-service support portals, you risk losing actionable data that could drive smarter business decisions and significantly improve your CX.

You Don’t Have to Do It Alone: The Right Partnerships Can Make All the Difference!

Many businesses today are partnering with Business Process Management (BPM) providers for enabling a differentiated customer experience. BPM players come with the advantage of domain knowledge, analytics-led technology and process re-engineering capabilities.

A strategic partnership allows these businesses to co-create the right strategy and solutions that speak to their customer needs and overall business objectives. Further, they help businesses to streamline customer service workflows and drastically reduce the time taken to resolve customer concerns. This leads to improvements in brand loyalty, revenue and also eliminates the risk of incorrect technology investments and inaccurate strategies. You can expect dramatic reductions in the time it takes to problem-solve, enhancing your ability to improve and capitalise on customer experience.

Empower your business and learn more about Consumer Analytics & Multichannel Customer Interaction Service Providers.

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