The new year is finally here! For many, this means refreshed budgets, new opportunities, and new projects. For customer service, contact center, and customer experience professionals, this is your time to get the right systems, processes, and best practices in place to ensure you’re continually enhancing the customer experience. But where do you begin?
Start Where Your Customers Go First for Customer Service
A rational approach would be to examine your customer base and find out where they’re going first when the need for customer service arises. This should give you a good starting point to determine where best to focus your attention. But with so many customer interaction channels now available to customers – contact center, website, mobile, social media sites, email, chat – this might be a daunting challenge.
Fortunately, Forrester Research has already done the heavy lifting. According to one of their published reports, 72% of US online consumers prefer to use a company’s website to get answers rather than contacting companies through phone and email.1 While this figure might vary from company to company, the general trend is clear:
The vast majority of your customers are going to your website first in an attempt to get their questions answered.
Are your customers getting the answers they’re looking for, or are they simply escalating their concerns directly to your higher cost channels such as phone, email, and chat. Worse yet, are they giving up completely and abandoning your website?
Take the 5 Min “Online Self-Service” Quiz
Don’t second guess yourself. If you feel your website might not be providing the online self-service experience your customers expect, take this 5 min quiz and find out exactly where you stand.
We’ve teamed up with Forrester Research, Inc. to bring you the most up-to-date methodology for diagnosing the effectiveness of your online self-services. Once you complete this 9-question quiz, you’ll have the qualitative score you need to pinpoint how your online self-service measures up against industry best practices developed by IntelliResponse and Forrester.
1“Web Sites That Don’t Support Customers’ Goals Waste Millions”, Forrester Research Inc., August 21, 2012.