The importance of proactiveness in customer self service

The rise of self service in businesses is informed largely by what customers want. Recent reports from Forrester revealed that close to 72% of all modern customers want to serve themselves.

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

At this rate therefore, it’s the duty of all businesses to be innovative about incorporating a self-service strategy in in their customer relationship management programs.

And while a large number of businesses have self-service as a small part on their strategy (through an obscure FAQ section on their websites), not many have exploited the potential for lack of proactiveness.

With a vast majority of your customers wanting faster service each time, proactiveness will help you optimize their experience, and thus receive less repetitive queries in serving customers. If you want to improve your business and lower the costs of hiring extra support help, optimize your customer self-service experience.

Always look and collect data about your customer queries. Once this has happened, consistently create your best answers in articles, interactive charts and other media your customers can consume. When this information is packaged properly, you’ll most likely lower the number of calls coming in and focus on growing your business.

Optimizing your customers’ self service experience through your information and customer guides is one way your business can boost its proactiveness. We help you get this requirement right.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree