6 Tell-Tale Signs That Your Organization – And Your Customers – Are Ready For Next Generation Web Self-Service

Telltale Sign #2: Higher-cost channels like phone, email or chat are handling ALL Your service questions.

If your organization collects metrics on types and categories of incoming web self service inquiries to call center, email and chat channels, identifying the percentage of “low-complexity” calls that end up in higher-cost service channels will be easy.

Even if reliable metrics aren’t in place however,a director or manager close enough to the operations of the contact center, for example, may have a reasonably accurate idea of what this percentage for call cent might be. Talking to that person is a good first step and, if your company is like most, will likely reveal that far more low-complexity questions are sneaking in to your higher cost customer service communication channels than is desirable.

If this is indeed a cause for concern, modern web self service is an excellent candidate to resolve the problem. As illustrated in the Customer Service Complexity Continuum in Figure 1, web self-service shines in resolving low-complexity calls for service.

Up NEXT:  Tell-Tale Sign #3 —

FIG 1: The Customer Service Complexity Continuum

Web self-service technology is most effective in handling low-complexity service requests.


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