A new white paper from IntelliResponse 6 Tell-Tale Signs That Your Organization – And Your Customers – Are Ready For Next Generation Web Self-Service discusses if web self-service is right for your company.
According to Forrester Research, 72% of U.S. online consumers prefer to use a company’s Web site to get answers to their questions rather than contact companies via telephonen or email.
Telltale Sign #1:
The primary customer service features on your web site are FAQ and help pages and/or a site search tool.
Telltale Sign #2:
Higher-cost customer service channels like phone, email or chat are handling your lowcomplexity customer service questions.
Telltale Sign #3:
A significant number of customer ser vice inquiries regularly originate from your web site.
Telltale Sign #4:
Your Customer Satisfaction Scores Aren’t Where They Should Be
Telltale Sign #5:
Your online marketing budget continues to grow year over year – as you expand to new channels such as social media
Telltale Sign #6:
Customer ser vice and the customer experience are integral to the future growth and dif ferentiation of your organization