When customer service is done successfully, retailers can spend valuable human interaction time where it counts. To make this a reality, customers must have other ways to get their questions answered other than by using traditional voice, agent-assisted channels. In fact, only 28 percent of customers call customer service as their first attempt to solve a problem. Meanwhile, 75 percent of customers search online for an answer to their problems. So, what does this tell us? What customers want is to have their issues resolved with minimal effort, and often, this means turning to self-service channels.
Jeff Wixom, VP, Solutions Architect, recently wrote an article, “The Best Calls are Usually the Ones that Never Happen” which explores various self-service channels available to retailers, when they should be offered and how companies can determine what information should be available based on customer needs. In fact, the article was published in not one, but two industry trades, Smart Customer Service and RIS (Retail Info Systems) News.
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