If most of your customers are interacting with you online and can happily get what they need without having to talk to you and more importantly don’t really want to talk to you, why create processes or an online environment that drives your customers to a customer service agent?
Sounds simple, logical and straight forward . . . .
But, whilst your in the process of channel transition, what is the best thing to do when your customers are calling you for services and solutions that they can self serve online?
- use IVR to direct them to automated responses
- use recorded messaging to remind customers of what’s available
- get agents to educate customers on the availability of online resources
- survey customers to understand user journeys and why they aren’t using online resources
- remove your telephone number from your website
Does anyone have any great tips for helping to move a customer base from predominently phone support to online resources?
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