There’s a lot to talk about on Self Service Customer Support. Some say it’s a buzz word or a short trend on CX. At Collab, we believe that Self Service Customer Support is an empowering and growing tendency that provides an array of benefits for the customer while giving companies a flexible solution for providing support 24/7.
What is Self Service Customer Support?
Customer care and support are an important part of any business. Traditionally, people had to call a number or visit a store to have their issues and doubts solved. With self-service customer support, there’s no need to interact with an agent or representative. Self-service simply means that customers can complete an action, solve their queries on their own without assistance from a customer support rep. Gartner defines it as a blend of customer-initiated interaction technologies that are designed to enable customers to service themselves.
The majority of customers prefer to use self-service options instead of speaking with a company agent or representative.
Self-service options give customers faster solutions that they can find in their own time. In fact, most people prefer to solve issues on their own and only reach out to support channels when they have no other solution. Reports show that the majority of customers prefer to rely on self-service options like a knowledge base, FAQs, a tutorial video, and live chat/ bots.
Let’s jump into a real example: bots. A bot is an automated application designed to interact dynamically with user, simulating the way a human would behave as a conversational partner. A bot with Artificial Intelligence is capable of resolving more than 70% of customer queries.
Usually, bots start by handling simple questions through webchat, providing customers with info from FAQs or knowledge bases. They are valuable to perform tasks that are simple and repetitive and often do it faster than a person could. That kind of simple bot is very easy to build and is able to retrieve information from various sources (databases, FAQs, websites) and use it to provide customer support.
Nowadays, bots are able to handle more complex customer needs. Thanks to Artificial Intelligence, bots can solve questions about customer private accounts that need authentication or even performing operations (like buying, selling, transferring money or others). They can recognize the speech (voice recognition), evaluate sentiment, detect intents, reply in a customizable voice and flag unusual occurrences. Thanks to AI, bots know when to search for an answer from a knowledge base, when to ask for clarity and when to direct users to a human. Here are the main benefits of implementing a bot:
- They are easy to build, deploy and enhance;
- Provide 24/7 support for customers;
- Increases customer satisfaction;
- Frees agents for more important interactions;
- Very cost-effective;
- Available for chat and voice interactions;
- Brandable and customizable to your needs.
Self-service channels are easy to implement. At Collab we have many projects that deliver this experience. They rely on OneContact Flows, which is our tool to design the path of the interaction between the customer and the contact center. The flows are called IVR (interactive voice response), for voice interactions. For web or visual interactions (such as live chat) flows are called Web IVR.
CUSTOMER STORY 1: Pandair Travel
Met Pandair Travel Web IVR
Our virtual travel agency, PandAir Travel, implemented a Collab Web IVR in their website. Customers open any website that contains Collab Web IVR technology and can immediately start navigation in beautiful and self-explaining visual menus. After navigating through the different options and flows, customers can also choose to start a live interaction or be contacted later. See it in action in the video below!
When the interaction is queued for a human agent, Collab Web IVR shows the position in the queue and the expected waiting time.
Customers can at any time drop out of the queue and request a later callback.
The customer’s path is tracked at the website or apps, so each touchpoint contributes to provide context to the agents and / or to route the interaction correctly (intelligent routing). When the agent receives the interaction, all the information is synced: the agent sees the customer journey at the website and gets to know which are his preferred destinations and dates. Agents can now provide more personalized and faster support!
CUSTOMER STORY 2: Home Banking
Taking home– banking to another level with a Vocal Bot
Bots can be used to fasten the process of opening new bank accounts and to enable home banking directly from the customer’s phone. A bot will guide the call through a menu of options; thanks to speech recognition, the bot is able to understand the voice of the customer, proceed to authentication and perform banking operations.
CUSTOMER STORY 3: Telco
Enhancing CX in Telecommunications with a Chat Bot
Collab works closely with telco companies. One example of the value of bots in this area is the implementation of a bot connected to all the info of the devices available for sale. The bot is present on every product page, so when a client is browsing for a new smartphone the bot can reply to any question about the device’s technical characteristics.
How Collab implements bots for self-service support
To implement self-service customer support Collab uses OneContact Flows. With an intuitive and graphic interface, One Contact Flows is easy to use and doesn’t require coding skills. The user only needs to place the boxes and define the path of the conversation flow. Each box represents a step of the interaction. Regarding deploy options, you can deploy your bots on any channel! Here are the options:
👉 Widgets to power up your website
- Customers can interact with the Contact Center, with no costs, through our Click to Interact Widgets available at OneContact CC! They can be deployed on any website or application so the customers can reach out to the company in their preferred channel.
- ClickToVideo & ClickToCall – Uses the WebRTC technology for calls and video calls, through a browser.
- ClickToChat – Uses Collab’s WebMessenger with a responsive interface available on all platforms, including mobile.
👉 WhatsApp & Facebook
- We integrate with social networks so you can provide customer support on any channel.
- Our web-based deployment suits the platform of your choice, so you can deploy it within your own applications.