Connecting with the Self Service Customer

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Connecting with the Self Service Customer Connecting with the Self Service Customer Presentation Transcript

  • Connecting with the Self- Service Customer
  • 40% of consumers prefer self-service to human contact for their future contact with companies (The Real Self-Service Economy) .. And 70 % expect a company website to include a self-service application
  • Top 5 Sources of Assistance Consumers Desire to See on a Brand of Organization’s Website: (61%) A telephone number to call customer service (60%) Email address for customer service (57%) Live chat (51%) FAQ section or knowledgebase (34%) Click to call, having a live agent call back
  • 70 % EXPECT a company website to include a self- service application
  • 31% of all customer interactions today are conducted via the Web
  • 56% cite a lack of online information about products or services as their reason for abandoning a website 54% of executives with web or mobile self-service capabilities report increased Web traffic since launching online self- service on the Web or mobile
  • of consumers go directly to business websites or turn to Google, Bing, or another search engine to find information on products, services or businesses before any human to human interaction takes place (Fleishman-Hillard) 89%
  • Highest concentration of Web self- service capabilities are currently in: 52% 50% Finance and insurance sectors Government, education, non-profit sectors
  • 75% of consumers move to another channel when online customer service falls Forrester estimates that unnecessary service costs due to channel escalation are $22 million on average
  • 83% of customers would be more likely to recommend a company which offered “easy-to-use and consistent” self- service over mobiles phones - Amdocs Nearly 60% of consumers now research products via the mobile web
  • Consumers who would prefer using online support if it provided accurate information say not having to speak with someone is the top element of a great online experience of “How do I ” calls that’s could be deflected via an online knowledgebase
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