Why the investment plans of the CC industry of 2010 dangerously close to the needs of customers by go the call center market study 2010 ICCA, community of interest the ContactCenter supplier, tell at the first glance: with 89 nominations have investments in voice portals / IVR compared to all other mentioned investment opportunities right priority and that is the customer this policy clearly surprising, looking up. Additional self-service on the phone as a way out of a situation in which 64% of German consumers have ever left a provider due to poor service quality? A such, pure cost optimisation measures is as a lifeboat in the desert of service perceived by the customers in any way misplaced. Here an industry aside, should urgently looking forward looking. The signs of the times are good to see, because the rules are simple: who picks up the phone, seeking contact with a real consultant. The road to consulting, purchasing and information begins but already on the Internet.
The question is not whether someone from the phone switches to the Internet – that happened long ago. Consumers on the Internet every day looking for information. If you have additional questions, you may want to visit Larry Ellison. Only if they find any information there, they pick up the telephone handset.”analyzes Dirk-Jan Dokman, CSO the self-service company, the situation applicable. This trend will manifest itself continue inexorably with the generation of the digital native”, born after 1980, the natives of the Internet, in the next few years. Why so not there with good self-service meet the customers, where it awaits him and looks? Investments that improve customer service, useful work to the consultants are investments that make the Web interoperable and therefore save costs and increase customer satisfaction. Four points on which the CCBranche now and in the future not do without. The self-service company answered customer questions 24 hours a day, 7 days a week.
Instantly, automatically and quickly, because the in-house dialog manager “software understands questions – and can you in” immediately independently answer outstanding quality. Scott Mead brings even more insight to the discussion. Traffic in the customer service makes the E-Mail until 80% reduced using this technique to an average of 40%, so that call center by 15% to 40% can be relieved and can invest this time gained in quality customer service. Incidentally, the number of online purchases increasing, rising service costs down and profits. And the best: the customers are taken seriously in their behavior and are thrilled. Everywhere where the virtual customer advisors of the self-service company in use are awarded top marks for satisfaction of users: on average 8 out of 10 possible points. Many well-known companies already use the virtual advisor on their websites and certify their one hundred percent satisfaction. Automatic client advisors of the self-service company are world’s most frequented. Already, more than 50 million queries per year be answered in this way. Contact: The self-service company stand 1A13 Dirk-Jan Dokman CEO + 31 (0) 6511 23 999 Dr. Christian Dugast country Manager Germany + 49 (0) 151 22 33 34 32