Comments on: Expect self-service to help, not cure. http://www.serviceuntitled.com/expect-self-service-to-help-not-cure/2008/08/28/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Susan V. http://www.serviceuntitled.com/expect-self-service-to-help-not-cure/2008/08/28/comment-page-1/#comment-782519 Susan V. Mon, 08 Sep 2008 16:05:32 +0000 http://www.serviceuntitled.com/?p=748#comment-782519 Aspect Software agrees with you – self service can be an extremely valuable tool for customers and businesses alike. When done right it is intuitive, easy to navigate, and provides customers with the right information. It must give customers a quick and simple way to opt out and reach a live agent when human assistance is wanted or needed. And, if the interaction is via telephone, customer data should be transferred from the automated system to the agent along with the call. This prevents customers from having to repeat information. The Aspect Contact Center Satisfaction Index (http://www.aspectindex.com/) finds that one quarter of consumers who are asked to repeat their information after being transferred to an agent say that they will do less business with the company. Self service is good for basic transactions, can be used to gather product and services information, and can sometimes provide an increased sense of privacy. However, at the end of the day customers want to, and will most likely always need to, speak with agents for more complex transactions. When a company implements a well-designed self-service system, they generally see a change in the nature of agent-assisted inquiries – they become more challenging and take longer to resolve. Therefore, rather than focusing on cutting agents, companies should put their efforts into training agents to better deal with complex issues. It would win-win for all parties. Customers would be more satisfied and companies would be securing customer loyalty. After all, research shows that a consumer who is satisfied overall is four times more likely to conduct future business with a company. Aspect Software agrees with you – self service can be an extremely valuable tool for customers and businesses alike. When done right it is intuitive, easy to navigate, and provides customers with the right information. It must give customers a quick and simple way to opt out and reach a live agent when human assistance is wanted or needed. And, if the interaction is via telephone, customer data should be transferred from the automated system to the agent along with the call. This prevents customers from having to repeat information. The Aspect Contact Center Satisfaction Index (http://www.aspectindex.com/) finds that one quarter of consumers who are asked to repeat their information after being transferred to an agent say that they will do less business with the company. Self service is good for basic transactions, can be used to gather product and services information, and can sometimes provide an increased sense of privacy. However, at the end of the day customers want to, and will most likely always need to, speak with agents for more complex transactions. When a company implements a well-designed self-service system, they generally see a change in the nature of agent-assisted inquiries – they become more challenging and take longer to resolve. Therefore, rather than focusing on cutting agents, companies should put their efforts into training agents to better deal with complex issues. It would win-win for all parties. Customers would be more satisfied and companies would be securing customer loyalty. After all, research shows that a consumer who is satisfied overall is four times more likely to conduct future business with a company.

]]> By: Service Untitled http://www.serviceuntitled.com/expect-self-service-to-help-not-cure/2008/08/28/comment-page-1/#comment-776897 Service Untitled Wed, 03 Sep 2008 01:08:19 +0000 http://www.serviceuntitled.com/?p=748#comment-776897 Ankit, Great point and here is my opinion. As sad it is to say, those companies just don't seem to care about the service provided (or lack thereof). If Google was concerned about customer service, they'd provide for a way to get in touch with them to get issues resolved. I've heard they have limited email support if you dig deep enough, but I've never used it personally. Google is not a customer service company and does not seem to be interested in becoming one. Ankit,

Great point and here is my opinion.

As sad it is to say, those companies just don’t seem to care about the service provided (or lack thereof). If Google was concerned about customer service, they’d provide for a way to get in touch with them to get issues resolved. I’ve heard they have limited email support if you dig deep enough, but I’ve never used it personally. Google is not a customer service company and does not seem to be interested in becoming one.

]]> By: Service Untitled » A friendly auto-response from Skype. - customer service and customer service experience blog http://www.serviceuntitled.com/expect-self-service-to-help-not-cure/2008/08/28/comment-page-1/#comment-776895 Service Untitled » A friendly auto-response from Skype. - customer service and customer service experience blog Wed, 03 Sep 2008 01:05:30 +0000 http://www.serviceuntitled.com/?p=748#comment-776895 [...] email does a great job at nicely pointing people to its self-service options (see my post on self-service from last week). It isn’t pushy, but it does let customers know that great self-service is [...] [...] email does a great job at nicely pointing people to its self-service options (see my post on self-service from last week). It isn’t pushy, but it does let customers know that great self-service is [...]

]]> By: Ankit Gupta http://www.serviceuntitled.com/expect-self-service-to-help-not-cure/2008/08/28/comment-page-1/#comment-772942 Ankit Gupta Sat, 30 Aug 2008 17:28:42 +0000 http://www.serviceuntitled.com/?p=748#comment-772942 What about companies like Google? They offer a lot of services that they don't provide a direct method of contact for. Google Checkout is something that online retailers rely on, and they don't even have a way to pick up a phone and talk to someone about it. They do have discussion groups where you can post, but it doesn't guarantee a response from Google, especially an instant solution. How do some companies get by without it? What about companies like Google? They offer a lot of services that they don’t provide a direct method of contact for. Google Checkout is something that online retailers rely on, and they don’t even have a way to pick up a phone and talk to someone about it. They do have discussion groups where you can post, but it doesn’t guarantee a response from Google, especially an instant solution.

How do some companies get by without it?

]]>