With customer service such a critical part of any winning business strategy, understanding how to balance self-service support channels and agent-assisted service has become more important than ever before.
Companies need to empower customers with the ability to find information they need on their own, while also ensuring the right issues are being promptly escalated to phone support for personal problem solving.
The first step in this process is an examination of the customer journey, particularly the first few steps. Are customers contacting your support center with basic needs like cancelling an order or requesting order status? Are they trying to handle those tasks on their own before they even contact you? Do they have complex needs that would benefit from providing an agent with additional information before the conversation starts?
After evaluating where your customers are starting their support journey, you’ll probably realize that they prefer to handle some support issues via self-service. It’s up to you to make sure they have the right public resources and a functional UI to help them handle those tasks. It’s also up to you to determine the right time to transfer those customers to phone support, ideally also transferring the customer’s information to a live support agent who can resolve the issue as efficiently as possible.
Free Talkdesk webinar
To help users differentiate between self-service issues and those that should be escalated to voice, Talkdesk hosted a webinar with MindTouch, a cloud-based knowledge management system, specifically tailored for support and documentation departments. In the webinar, Talkdesk’s Head of Platform Robert Sur speaks with MindTouch’s Head of Product Theresa Manzo about what today’s customers want and how companies can use that information to optimize their phone support.
Watch our free webinar, How to Unify Your Self Service & Phone Support Strategy in 2018. You will learn more about:
- How customers’ smartphone usage has changed the phone support landscape and how the customer journey has changed to incorporate that new technology.
- Assessing customer inquiries on a spectrum of complexity, urgency, and stage of service journey to determine which channel is appropriate for their issue.
- How companies can analyze search queries and page views to determine topics that are the most valuable for self-service content.
- Using data to understand the customers who are using your product and create content that speaks their language and connects with their level of sophistication and ability.
- How Talkdesk Context allows contact centers to start a conversation as close to an issue’s resolution as possible, lowering handle time and cost while maximizing CSAT.
- The three ingredients for seamless a customer service journey.
View this webinar with MindTouch or browse through previous Talkdesk partner webinars.
Connect with Adam Bonefeste on LinkedIn.
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