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Easing the Transition to a Self-Serve Customer Experience

Posted: by: Chuck Ciarlo

Remember when people used to be annoyed when full-service assistance with everyday tasks began to disappear in favor of self-service options? From pumping your own gas to checking out your own groceries, we have become a do-it-yourself world, and that mindset is now making its way into the contact center industry. 

If you have not already started to accommodate customers who want to conduct their transactions without speaking to an agent, now is the time to do so. 

This requires more than simply adding additional channels – text, online chat, email, mobile app – it means creating a seamless experience for customers that start in one channel and then switch to another. As you set up these other channels, the focus should also be on a user-friendly experience; that includes websites that are easy to navigate and proactive responses and FAQs. Also, make sure you have personnel trained for the omnichannel customer experience. An agent who excels in phone communication may not be suited for online chat. 

Data-driven analytics are no less important in omnichannel than they are in the traditional call center. Have technology systems in place to monitor customer interactions, and gather the information you need from them to provide accurate forecasts, schedules and shift staffing. 

Another consequence of our self-service world is that customers used to doing stuff themselves have become more impatient. That puts more pressure on contact centers to employ real-time analytics and routing capabilities to minimize wait times. 

Preparing your customer service systems and teams for the self-service world will take some time, but the ultimate result will be happier customers, and that’s good for everyone. 



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