IS YOUR BUSINESS HEADED FOR A CUSTOMER SERVICE DISASTER? The most widely offered service channels are also the most labor intensive for customers. North America’s fastest growing companies are setting themselves up for customer service disasters by offering few or no options for customers to quickly and easily find answers to their questions. of consumers look to a company’s 68% website first IntelliResponse CEO, David Lloyd: when looking for information regarding a product or service “As companies grow, it becomes increasingly critical to offer efficient service channels that can provide their expanding customer base with immediate access to information,” An 80% to 90% accuracy rate. MOST WIDELY OFFERED ONLINE SELF-SERVICE TOOLS Create Frustration - Not Answers! ...SO WHAT CAN YOU DO? Site Search Forces customers to sort through numerous pages looking for answers. 61% Customer Portal Requires customers to log in first, and then hunt for answers. 47% “Contact Us” Form Will not provide immediate answers to their problems. 44% *Research obtained through analysis of the customer service options offered by Deloitte’s Fast 500 Companies of 2013 Provide customers with instant and accurate answers by giving them the ability to self-serve with a Virtual Agent. One right answer regardless of how the question is asked. Virtual Agents have proven to offer: Reductions in call and email volumes.
Is Your Business Headed for a Customer Service Disaster? [Infographic]
Jul 17, 2015
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IS YOUR BUSINESS HEADED FOR ACUSTOMER SERVICE DISASTER?
The most widely o�ered service channels
are also the most labor intensive for customers.
North America’s fastest growing companies are setting themselvesup for customer service disasters by o�ering few or no optionsfor customers to quickly and easily find answers to their questions.
of consumers look to a company’s
68% website firstIntelliResponse CEO, David Lloyd:
when looking for information regarding a product or service
“As companies grow, it becomes increasingly critical to o�er e�cient service channels that can provide their expandingcustomer base with immediate access to information,”
An 80% to 90% accuracy rate.
MOST WIDELY OFFEREDONLINE SELF-SERVICE TOOLS Create Frustration - Not Answers!
...SO WHAT CAN YOU DO?
Site SearchForces customers to sort through numerous pages looking for answers.
61%
Customer PortalRequires customers to log infirst, and then hunt foranswers.
47%
“Contact Us” FormWill not provide immediateanswers to their problems.44%
*Research obtained through analysis of the customer service options o�ered by Deloitte’s Fast 500 Companies of 2013
Provide customers with instant and accurate answers by giving them the ability to self-serve with a Virtual Agent.
One right answer regardlessof how the question is asked.
Virtual Agents have proven to o�er:
Reductions in call and emailvolumes.
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