The digital customer relations revolution has arrived and it is here to stay. Consumers are increasingly adopting digital habits, from purchasing everyday items, booking flights to banking and much more. If things weren't already heading in this direction before the pandemic, they certainly are now with reports stating that the crisis has accelerated the digitalising of customer interactions by several years.
Consumer behaviour is evolving and your customer service needs to reflect this change
In this changing digital landscape, excellent customer service is no longer optional but has become a fundamental requirement for businesses to thrive and stay competitive. With alternative options just one click away, customers can easily switch brands based on their customer service experience. It has even been found that after just one negative experience, 51% of customers will never do business with that company again.
When customers need help, they want to be able to find the answers to their questions as fast as possible. In fact, 72% of consumers want to be able to do this on their own without having to wait or pick up the phone. The bar has been set high, and customer autonomy should be an important objective for any business interacting with its clients digitally.
Luckily there are tools and solutions that exist that can help transform your user experience to meet your customer's expectations of customer self-service. In its simplest form, customer self-service is a way for brands and businesses to give their customers the ability to find and get immediate answers to their questions on their own via tools such as chatbots, dynamic FAQs and smart help widgets.
Launch your digital customer service project with self-service solutions
You might be left wondering how your business can re-think its approach to customer service to reflect today's changing times. We know it can feel a little daunting to try and figure out where to start or how to tackle this type of project - so we went ahead and created the ultimate checklist to help your customer self-service project get underway.
Several solutions are available to enhance your customer experience and these are a few (of many) benefits that your organisation could enjoy:
- Automate up to 70% of contact requests made to your customer service teams
- Increase on-site conversions by more than 20% to reassure your users and help them cross that finish line
- An average 80% customer satisfaction score.
What are you waiting for? Download the guide and join the digital customer service revolution!