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There's No Excuse for Dead Ends in Customer Self-Service
When it comes to the things customers hate most about customer service interactions, long hold times, disconnected calls and unanswered e-mails usually come to mind.
Add another one to the list: dead ends in self-service. You know, that point where you've exhausted your options on the touch-tone or voice interaction IVR and the recorded voice tells you “good-bye.” Or the point where you realize you can't find an answer to your question on the FAQ list, so you send an e-mail query, only to have it go unanswered.
While customer self-service has come a long way in recent years – thanks to better routing technology, speech recognition, mobile apps and interactive Websites – dead ends are still common in customer media channels. These dead ends frustrate customers, eroding their confidence in a company and driving their business elsewhere...probably to a firm with a much better reputation for customer service.
So how do you guard against dead ends? By building a multichannel conversation strategy that bridges the gap between all the self-service applications you offer to customers and the living, breathing people in your contact center who are trained to provide the best possible customer experience. There should be no excuse for dead ends, and no excuse for requiring customers to start the process of getting their issue attended to all over again, repeating information to multiple individuals and departments.
This week, TMC (News - Alert) is sponsoring a Webinar entitled, “Surviving Self-Service Dead Ends: Building Customer Loyalty with a Multichannel Conversation Strategy.” The event, featuring Virtual Hold Technology's (News - Alert) VP of Marketing, Eric Camulli, will educate attendees about identifying customer service dead-ends, using multichannel callback solutions and integrating callback with context in order to leverage intelligent contact center routing and to unify reporting.
Those interested in attending the event, which will be held on Tuesday, May 22 at 2:00 pm EST, may find more information and register for it here.
Edited by Braden Becker