Most companies are looking for a way to reduce their customer service costs. Indeed, customer satisfaction is one of the key elements of a company's success, but it comes at a price. Without an interesting optimization, the expenses related to customer service management can be a drain on the company's bottom line.
As a result, managers are actively seeking effective ways to reduce costs. Even in times of crisis, you need to deliver a satisfying experience, because you'll weather the storm better by building customer loyalty. Our white paper details the steps you need to take to drive continuous improvement. One of the best solutions you can implement is self-care. That is to say, the possibility for your customers to solve their problems by themselves without human intervention.
You will reduce staff intervention in the resolution of customer problems. Reecall explains more about this innovative approach.
The importance of good customer service
Marketing quality products is not enough to grow your business. To gain and keep customers, you need to prioritize their satisfaction by providing a seamless experience when they contact you.
Your customer service represents your brand image and the values of your company. Beyond the promises of marketing campaigns, it is through this channel that you can truly build customer loyalty. It is an opportunity to demonstrate your advantages over the competition.
Good customer relations can be a direct source of revenue for your business. Indeed, many consumers are accustomed to increasing the value of their purchases when customer service provides a positive experience. This is an effective way to retain your customers, but also to gain new ones. When they are satisfied, most of them will recommend you to their friends and family, triggering a chain reaction.
Customer relations will help you save money by reducing your total operating costs. So make sure you show customers that you are fully committed to meeting their various needs. For your business, you can even optimize your costs with a virtual agent that addresses consumer concerns. It's possible with selfcare for your customer service.
Self-care to optimize customer service performance
Almost unavoidable today, digitalization in companies also applies to customer relations to ensure satisfaction and loyalty. Self-care is a system by which you can offer consumers several services and answers in free and automated access. Such a system is nowadays essential for the optimization of customer interactions.
Improved customer experience with self-care
By equipping customer service with a self-care solution, you can ensure uninterrupted availability. One of the requirements of customers is for brands to be more responsive, and self-care tools help to meet this requirement. When used in combination with the efficiency of your advisors, you get a very powerful process for improving the customer experience.
One of the main objectives of the self-care approach is to simplify the task of your customers. To achieve this, several devices are implemented:
- FAQ (frequently asked questions),
- dynamic FAQs associated with an internal search engine,
- specific help boxes,
- conversational assistants such as chatbot, callbot, voicebot, etc.
The various tools mentioned above should be integrated at key moments in the customer journey to make the customer experience more fluid. You should also identify beforehand the most common requests from your customers to be able to provide automated responses. Also consider implementing an ergonomic self-care solution that encourages contact.
More easily processed requests
Figures show that today, more than 71% of customers want to benefit from a self-care approach, but only 13% of companies achieve the desired result. This represents a huge potential for optimizing customer services and reducing costs.
With a self-care approach for inbound calls, for example, you install a virtual agent equipped with conversational AI like the Reecall solution. This agent will be able to capture all calls, qualify customer needs and resolve up to 70% of simple requests. To obtain more interesting results, the selfcare relays will be connected to all your internal tools such as the ticketing solution or your CRM.
The benefits of the self-care approach for customers
The main advantage of self-care for customers is the autonomy it gives them. A customer who wishes to make requests by contacting the customer service department of a company is most often confronted with several difficulties. These are referred to by the English marketing term " pain points " and include
- an often long waiting time before the exchange with a customer advisor,
- Too many simultaneous calls preventing any interaction with the customer service,
- the impossibility of contacting the brands during free time (weekend or evening),
- Inaccurate information provided by human customer service representatives.
By integrating self-care into the customer journey, customers are free to seek information whenever they want. They save time and have a more pleasant experience. When exchange requests are reduced to complex inquiries only, customers receive faster and more efficient assistance.
The advantages of the self-care approach for companies
The use of self-care is essential to relieve your customer service. It optimizes the efficiency of your advisors as well as the customer experience offered by your company. The self-care approach allows you to save time. Your prospects and customers are now autonomous for a certain number of requests and will no longer wait for a response from customer service. They find satisfaction directly on the FAQ or after a conversation with your chatbot.
The technical skills of your teams will be more solicited, because the chatbot or the dynamic FAQ will directly redirect to them the complex requests made by the customers. This process will logically reinforce your positioning as an expert with your prospects.
With self-care, you have the opportunity to reduce customer service costs, which is especially beneficial in times of crisis. Marketing automation tools do some of the work for you, and it's far less expensive than a one-on-one conversation with a team member. With an automated CSAT collection system, you will also have all the data you need to build customer loyalty. The chatbot's conversations will be directly recorded in your CRM for an intelligent follow-up of the prospect or customer. This is a practical feature that is also very economical.
Self-care will improve your customer journey and make consumers more likely to contact you again when they have new requests. Its tools will make your conversion tunnel smoother and will facilitate your customers' access to their final solution. Users will no longer have to wait for a response from support and you will optimize the budget set up for customer service. Being able to deliver a satisfying customer experience without increasing costs is a real asset to grow your business. You are now well-equipped to withstand potential financial difficulties.
