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Everyone loves the feeling of being good at what you do. Most contact center agents will tell you that “easy” questions that are frequently asked and easily resolved provide a much-needed balance to their day and allow them an instant sense of gratification when they can solve a caller’s issue quickly. However, they will also tell you that after the 500th recitation of store hours or warranty information, the distinction between “easy” and “monotonous” becomes painfully clear. This is why customer self-service is increasing in popularity.
Agents feel an even greater sense of engagement and satisfaction with their performance when they’re able to help customers with complex inquiries. Customer self-service solutions, like IVR, may seem counter-intuitive to keeping your call center agents busy, but it can actually create efficiencies that will improve productivity and increase employee morale.
Customer Self-Service Raises the Bar
Customer self-service solutions not only enhance the satisfaction and productivity of your support agents but also significantly improve customer happiness. A recent report by Gartner emphasizes the importance of optimizing consumer self-service experiences, ranking it as a top priority for businesses focused on elevating customer experience and service. Furthermore, Aberdeen research highlights that companies boasting robust omnichannel engagement strategies maintain customer retention rates at an impressive 89%, in stark contrast to the 33% retention seen in businesses with less effective strategies.
It's essential to acknowledge that not all queries can be effectively handled via self-service channels. Although these options are crucial for reducing operational costs and maintaining customer satisfaction, the intricate issues that necessitate live agent intervention can enrich agent engagement opportunities. Agents skilled in navigating complex situations and exhibiting superior customer service abilities, such as defusing tensions with upset customers, are invaluable for enhancing the overall customer experience.
As customers utilize self-service channels like Interactive Voice Response (IVR) systems for straightforward inquiries, agents are freed up to address more complex questions. This shift not only enables agents to provide more comprehensive solutions beyond the basic responses available through self-service but also boosts their engagement, sense of achievement, and opportunities for professional advancement.
Interested in integrating customer self-service solutions into your call center operations? Contact us today. Need a robust solution that will fit the unique needs of your business? Voxtelesys's Open APIs give you the ability to find and create the best solution for your company.
