Each customer has their own set of questions, clarifications and concerns. If you are using customer self-service strategy then you might want to consider principles relevant to the strategy.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
Three Phases of Customer Service
Pre-sale phase: Customers normally have questions regarding the product they want to buy or service they want to avail. More often, many have already made their decision before they will contact customer support while there are some who will ask commercial inquiries through telephone. However, quite a large number of customer’s population would use the self-service approach to clarify things.
Sales phase: More and more people want to gain more control on the purchase process.
Post-sale phase: A lot of people will call customer service through telephone but a significantly more number of people would use self-service option.
By knowing these phases, you are more likely going to develop a properly strategized customer self-service function for your company. If you want to strengthen the self-service strategy you’ve developed, you can simply use the data you’ve collected intelligently so you can improve the quality of customer relationship.
As customers help themselves using the self-service option, they can give you data to analyze especially about the products they purchased or services they availed. This data, when used intelligently, can give your company’s productivity and return of investment (ROI) a boost.
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