The modern contact center is evolving rapidly, driven by advancements in technology and changing customer expectations. One of the most significant shifts is the increasing importance of self-service options regardless of generation. The data is clear, if you are not investing in self-service in the contact center, you are losing customers.
Not surprisingly the ‘self-service or nothing’ demand was highest amongst millennials and Gen Z (38%), Gen X (28%) and Boomers (11%) are also included in these statistics. This article explores the importance of self-service in the contact center, the implications of these generational preferences, and the various self-service options available, including automation, AI, and chatbots.
Diving Deeper Than Call Abandonment Rate
Self-service has become a cornerstone of effective customer service, and the customer demand for accurate, fast and efficient answers is on the rise. Statistics such as call abandonment may not be sufficient to accurately quantify the number in your contact center because there is no call to abandon. A significant portion of customers are not even making the call, choosing no resolution over calling.
Understanding how your customers are searching for resolution is a big step to understanding where the gaps in your self-service offerings are. Of course, data tells a story, and your customers are telling you where they need help. For instance, when was the last time you looked at what your customers are searching for on your site and compared that to the actual answers that the query returns?
Here are some other ways to align self-service with customer intent:
First Contact Resolution Still Matters
First contact resolution has been a cornerstone in contact centers since their inception. It is no secret that the higher the number of contacts, the lower the CSAT score. Diving deeper into Gartner’s study emphasizes just how significant it is to customer satisfaction.
- Gen Z: 39% would give up if they can’t find an answer online, 24% if they have to wait on hold too long, 6% if they can’t get an answer from the first person they reach, and 31% after contacting multiple people.
- Millennials: 38% would give up if they can’t find an answer online, 26% if they have to wait on hold too long, 6% if they can’t get an answer from the first person they reach, and 30% after contacting multiple people.
- Gen X: 28% would give up if they can’t find an answer online, 28% if they have to wait on hold too long, 5% if they can’t get an answer from the first person they reach, and 39% after contacting multiple people.
- Baby Boomers: 11% would give up if they can’t find an answer online, 28% if they have to wait on hold too long, 6% if they can’t get an answer from the first person they reach, and 55% after contacting multiple people.
Generational differences significantly influence customer service preferences; however, the data is clear, not having sufficient self-service options is costing contact centers customers, time and revenue.
Self-Service Solutions in the Contact Center
With the growth of AI in the contact center seeming almost exponential, conducting a regular evaluation of your current solutions is necessary because of the advancements. Some quick hit solutions to explore:
Automation in contact centers can significantly enhance self-service capabilities. Automated systems can handle routine inquiries and transactions, freeing up human agents to focus on more complex issues. Automated responses can be integrated into various channels, such as IVR systems, emails, and social media, providing customers with immediate answers without human intervention.
Chatbots can be AI-powered tools that can handle a wide range of customer inquiries, from simple FAQs to more complex issues, by guiding customers through troubleshooting steps. Chatbots can be deployed on websites, mobile apps, and social media platforms, ensuring that customers have access to assistance whenever and wherever they need it.
A well-maintained knowledge base is an essential self-service tool. It allows customers to search for solutions to common problems without contacting an agent. Knowledge bases should be comprehensive, regularly updated, and easy to navigate, ensuring that customers can quickly find the information they need.
IVR systems have evolved significantly, allowing customers to interact with automated menus using their voice or keypad. Modern IVR systems can route calls more efficiently, provide self-service options, and even handle transactions without human intervention. Integrating IVR with AI can further enhance its capabilities, providing more accurate and contextually relevant responses.
How InflowCX Can Help Revolutionize Your Self-Service Experience
While stats and data are imperative to formulating a strategy for your business, each business is different in its customer base, demographics, and objectives. That is why we always take a ‘you first’ approach here at InflowCX.
We take the time to understand there is no ‘one size fits all’ solution, for self-service or anything in the contact center. Reach out to our team today, so we can help you formulate a strategy that doesn’t just meet customer’s expectations, but one that exceeds them.