Infographic with statistics highlighting the modern shift in customer expectations

1. MODERN
SELF-SERVICE
T H E P RO B L E M W I T H
As the digital transformation continues to reinvent the
consumer experience, self-service becomes a necessity to
compete. Relay Network surveyed hundreds of managers at
large U.S-based enterprises to better understand the landscape
of self-service and the challenges businesses face today to meet
the rising expectations of their customers when it comes to
offering easy, individualized, and timely experiences.
of customers prefer
to use the web rather
than phone or email.
of customers now
expect a brand to offer
self-service tools.
SELF-SERVICE
ISAMUST
Businesses are working hard to meet
customer expectations by adopting a
variety of self-service tools aimed at
improving retention and lowering costs.
CUSTOMERS WANT CONVENIENCE
The nation’s largest service-based companies within
banking, healthcare, energy, insurance, and cable use
Relay to dramatically improve the digital experience to
build strong and profitable customer relationships.
THEANSWERIS
GUIDEDSERVICE
BUSINESSES&CUSTOMERS
NEEDANEWAPPROACH
In a noisy and cluttered landscape,
Guided service provides an efficient way to direct customers to suggested
solutions, tools, and actions that close gaps in the customer journey.
70% 90% 67%
of businesses direct
customers to self-service
tools as often possible.
SELF-SERVICETOOLS
AREFALLINGSHORT
Businesses focused on self-service report
the effectiveness of their investments
are still well below more expensive and
labor-intensive channels like inbound
calls, in-person service, and live chat.
FINDING ANSWERS IS STILL TOO HARD
74%
OF CUSTOMERS
AREN’T USING
SELF-SERVICE
PORTALS ONLINE
The greatest issue of concern for businesses
today is reaching their customers but
executives say despite significant efforts,
they’ve not yet seen their mobile initiatives
pay for themselves.
BUSINESS STRUGGLE TO SEE THE ROI
79%
OF
CUSTOMERS
AREN’T
USING
MOBILE
APPS
the old way
VS
the new way
SELF-SERVICE GUIDED SERVICE
SELF-SERVICE ASSUMES THE
CUSTOMER KNOWS WHAT
NEEDS TO GET DONE AND HOW.
Customer searches
for content
Content finds
customer
GUIDED SERVICE DIRECTS
THE CUSTOMER TO THE WHAT,
WHERE, HOW AND WHEN.
increase in preventative screenings
60%
decrease in care gaps
57%
increase in app downloads
90%
IN HEALTHCARE
more application pull-through
10%
decrease in time to completion
40%
digital customer acquisition
88%
IN BANKING
out of 5 record CSAT scores
4.3
improvement in net promoter scores
61%
reduction in inbound call volume
32%
IN CABLE
increase in CLTV
28%
increase in customer renewals
35%
reduction in direct mail pieces
40%
IN ENERGY
WHATGUIDED
SERVICEMEANS...
customers said they’ve had a poor experience
seeking customer support on mobile.9 / 10
86% OF CUSTOMERS
ARE WILLING TO PAY
MORE FOR A BETTER
CUSTOMER EXPERIENCE
Not straightforward Directed
Generalized Individualized
L E A D I N G E N T E R P R I S E S A R E
E M B R AC I N G T H E P O W E R O F
GUIDEDSERVICE
SEE HOW YOUR BUSINESS CAN CREATE, DELIVER, AND
AUTOMATE GUIDED SERVICE EXPERIENCES THAT ELIMINATE
THE GUESSWORK AND ACCELERATE BUSINESS OUTCOMES
WWW.RELAYNETWORK.COM
Relay Network Enterprise Self Service Landscape Survey
http://blogs.forrester.com/diane_clarkson/10-04-06-do_your_customers_want_telephone_you_service
http://www.providesupport.com/blog/your-customers-dont-want-to-call-you-for-support
https://www.slideshare.net/RightNow/2011-customer-experience-impact-report
https://www.softwareadvice.com/resources/improve-cx-with-mobile-support
Copyright © 2017 Relay Network, LLC. All rights reserved.
Relay Network Enterprise
Self-Service Landscape Survey
Relay Network Enterprise
Self-Service Landscape Survey
Relay Network Enterprise
Self-Service Landscape Survey