is your business headed for a customer service disaster? [infographic]
TRANSCRIPT
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.