DIY: Going at it Alone During the Customer Service Experience

by | Dec 13, 2013 | Automate Support, CRM, Customer Support, Troubleshooting

With the rapid changes in technology in today’s world, such as social media sites, email and increasing automation, it’s no surprise that customer service has been impacted. Think of the last time you were having a problem with a tech device or service, and needed troubleshooting—chances are, you were encouraged to take appropriate steps by an automated service before you were connected with a real person. Some question this approach, but a recent post on Zendesk backed up this assertion.

Around 72 percent of customers, when initially seeking customer service, will look for self-service online, but only around 52 percent are actually getting that help. The survey estimates that around 45 percent of customers will give up on their purchases if they can’t find the right type of help. Companies are responding to this: in 2011, they spent around 600 million on self-service channels, and in 2012 that number grew to one billion. Let that sink in for a minute. So what channels are they going through? Web-based self-service is one, with around 12 percent using that method. Another is Twitter, where around 19 percent are using it, and 25 percent use community bulletin boards. If you stop and look at the big picture, investing in a self-service function for your business is the smart thing to do.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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