Why? There could be a lot of reasons, including previously crummy customer service or a need for control over their experience. A few things are clear, though.
Today's customers value self-service just as much as help from a live person, and this is true regardless of age, demographic markers, situation, or urgency. 57% of inbound calls to companies come from customers who first attempted to resolve their issue on the company's website. And as tech-savvy millennials become a greater force in the economy, the self-service craze will only intensify.
How can you turn your company into the ultimate self-service provider?
Develop a thorough FAQ section for your website. The more information you include, the better.Make it easy to find, and update it often.
Monitor the effectiveness of your content by employing an FAQ page-specific telephone number to track the number of calls you get from people visiting that page. Whatever you do, DON’T HIDE THAT PHONE NUMBER! It should be easy for your customers to find it when they need help.
Make sure your phone system’s automated attendant is updated and easy to use. More than a telephony component, it’s part of the customer experience and should be treated as such. It should be professionally written and recorded and consistent with your brand identity.
If you aren’t using social media yet, and can commit to the time it requires, get on the bandwagon. A social media presence makes it easier for your customers to reach out to you, and for you to address customer concerns.
