As customers’ demands keep growing, the only answer to keep them satisfied is through deploying a system called – customer self-service. Customers expect that their questions and problems are answered and solved in a friendly, efficient and timely manner. They have a strong tendency to contact a company several times when they are not satisfied with the service provided to them.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
It is no longer accepted for customers to receive response within 24 hours. Some tech savvy customers want a speedy reply within 4 hours – at the very least. When customers use social media platform like Facebook and Twitter, their patience is lesser because they would expect immediate reply.
The only solution viable is customer self-service so companies can meet the customer’s demands and expectations. This is an option for companies to handle the customer’s common questions and concerns. This, however, does not rule out a personal solution. This means if self-service fails, it is absolutely necessary for your company to have channels that will cater customers in case they contact you personally.
Good customer self-service is determined by customer relationship. If you are mapping out this strategy, it is important that you consider every step of the resolution process so you can improve customer relationship. Therefore, you need to think about the pre-purchase stage and the post-purchase stage.
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