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Top 5 Reasons Self-Service Is More Favorable Among Customers

The first contact with customers should be always a enjoyable exercise for them. Network faults could be easily eradicated by applying the apt call center software in the system.

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Top 5 Reasons Self-Service Is More Favorable Among Customers

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  1. How To Drive Awareness About Your Brands and Generate More Leads

  2. Introduction • Today, customers need accurate, immediate and full answers to their queries. • The first contact with customers should be always a pleasant exercise for them. • Network errors could be easily eliminated by utilizing the apt call center software in the system. • The Forrester survey 2015 has claimed that around 53% of the consumers are likely moving away from an online purchase if they don’t get their queries solved immediately. • So, it is an imperative task for the company to offer relevant and applicable information of its products and services on the company website itself.

  3. Widespread Use of Mobile and Web Apps for Self-service • Customers don’t have time. Around 67% of the customers are mostly, in the age group of 18-40. And they are always in a hurry. • A little delay or technical errors towards resolving their queries could eventually lead to a loss of business. • Tech-savvy consumers make an online purchase of products directly from the site indicating the widespread use of mobile and web apps for self-service.

  4. Live Webchat Facilities 24x7 • Another reason why self-service is growing at such a rapid pace is that of the company’s web chat facility on the live website round the clock. • Customers certainly wish to chat with the company representative before making a purchase or to resolve their particular doubts about a product or service of the company. • From 38% in 2009 to 43% in 2012 to 65% in 2015, web chat is now an essential factor for online business deals.

  5. Voice Chat and Human Intervention • The online transactions are becoming smarter than ever with least requirement of human interventions. • Now, many companies often resolve customers’ queries and doubts, directly using artificial intelligence and automatic chatbots. • For the successful registering of consumer’s complaints, IVR mechanism can be also utilized to save time, money and efforts.

  6. Enhanced Customers Satisfaction • When customers do online transactions starting from the selection of the product of their choices to purchase the same using credit or debit card, it gives them immense satisfaction. • When customer service is boosted, it raises loyalty and faith of the customers. • Consumer leverages self-service for hassle-free purchase directly from the comfort of their homes utilizing hi-speed network connectivity. • For the business owner, offering self-service facilities to customers lower their expenses and save a lot of time.

  7. The Brighter Future of Customer Self-Service • The trend has set in. According to Mobe, the self-service mechanism is likely to be tailored to resolve customers’ problems by themselves by 2020. • Online assistance in the form of live chat, social media support, and online forums will offer more consistent and personalized services to customers.

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  9. Thank You

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