Top Challenges of Adopting Customer Self Service

by | Jul 16, 2013 | Automate Support, CRM, Customer Self Service

Customer self service has been here for a while, and the number of new entrants joining the bandwagon, is nothing short of impressive. Like all new ways of doing things, self service customer care models face a number of challenges.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

Top of the list is the ever-demanding customer. Unlike years ago, modern customers take the statement “customer is king” a little too literally. Customers expect a little more with the current online enabled customer service capabilities. For example, customers expect an immediate response from social media customer service and nothing more than a few hours for email support. This means that businesses have to work harder to achieve happy, loyal and profitable clients and customers.

The other frustrating challenge facing self service adoption is the fact that modern customers want online support to be seamless with offline support. While this is harder to achieve with self-service models, creative customer support like Yonyx can help serve client service information, much better.

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