- Email: Email is the second most-used service channel, after phone support. Customers like email for its convenience. It also gives them the ability to see a written record of their correspondence and the option to add attachments, such as a receipt. With the right customer service technology, you can automatically turn an email into a case and route it to the right service team member.
- Self-service channels: Your help center, customer portal, and customer community are a first line of defense. Customers use these self-service channels for fast answers to common questions, such as how to recover an online account. This eliminates the need for the customer to reach out through other high-touch channels. In fact, 65% of customers prefer self-service for simple matters, and 66% of service professionals say self-service channels reduce case volume.
- Chatbots: Since 2018, more decision makers say their organizations use chatbots (up 67%). Chatbots use AI to analyze data and answer routine questions quickly. Based on the customer’s request, the chatbot shares relevant content. If the case is complex, the chatbot puts the customer in touch with an agent for further support.
- Video: Some cases need face-to-face interaction, but not necessarily in-person service. Examples include rebooting a piece of equipment or replacing a part yourself. That’s why there’s been a 42% increase in the number of service organizations that report using video support. With visual remote assistance, customers have the option to connect with an agent or technician through video. The expert guides them through the steps to resolve an issue on their own.
Do'stlaringiz bilan baham: |
