When launching self-service technology, many brands make mistakes when it comes to escalation. Reducing effort and enabling convenient service options across channels and devices makes for lower churn. The net effect is to reduce customer effort, which has a significant impact on customer satisfaction and retention: in fact, CEB found that 96% of customers who had to spend a lot of effort to get their issue resolved ended up leaving the company.
This approach combined with personalization lets consumers "change lanes" based on their preference and still get consistent, in-context self-service. When consumers engage the bot, it offers them initial options based on its top products, helping consumers drill down to quickly find an answer. Our next self-service example, Blue Diamond's website chatbot, does an excellent job of this. In the context of a self-service chatbot, it is important to give consumers the option to quickly select guided options based on common issues or questions (especially useful on a mobile device because it limits the amount of typing) or to ask questions in natural language. Offer guided conversations as well as free-form inputĬonsumers want choice. This kind of technology-driven personalization is often used to entice new customers, but it is time to expand the functionality to enhance experiences for existing customers to drive retention. Geo-location can be used in a similar way to show consumers the store locations nearest them, instead of having them scan or filter through all your locations. But if they navigate to a particular product's page, you can infer they are interested in that product and tailor the chatbot's help options accordingly. For example, if a consumer engages with a chatbot while on the homepage of your website, there is only so much you can personalize that experience. When they ask questions, for instance about in-vehicle technology, the app can give them a personalized answer based on the technology within their specific vehicle.Įven if consumers do not log in, there are still contextual clues you can leverage to tailor their experience.
DIRECT SPOTIFY CUSTOMER SERVICE EMAIL DRIVERS
Once drivers log in, the app tailors information based on their vehicle. Of the many personalization examples of self-service technology, one that stands out is the FordPass app. Personalize online experiences to the highest degree possible based on the information you have already collected about that person. Pay attention to personalization and contextĬonsumers share a lot of information with companies, and they expect value in return. In fact, even going back to 2012, a Coleman Parkes survey found 91% of consumers saying they would use online self-service knowledge sources if available, and 75% prefer online support as long as it is reliable.īut what would customer self-service really look like for your company today? In this post, we share seven best practices for implementing self-service on your digital properties, illustrating each with self-service examples. We know customer self-service is how people want to interact with brands, and CX trends and stats tell us they now expect to be able to more than get an answer to a question.