Contact Center Solutions Featured Article

Well-Designed Mobile Apps, Self-Service Can Limit Demands on Contact Centers

February 05, 2013

Despite the boom in multichannel choices customers have today for contact the companies with which they do business, they generally still prefer a voice call with a live agent. This doesn’t mean, however, that they don’t highly value well-designed self-service channels, or that they don’t welcome proactive outbound contacts from service providers.

These options are likely to boost the customer experience. In fact, majority of customers would recommend their service provider to family and friends relevant, proactive notifications from their provider and had simple self-service apps on their mobile device, according to a new study.

An extra bonus is that they may reduce call center traffic.

Customer experience solutions provider, Amdocs (News - Alert), announced this finding and others from a global consumer survey that explores the link between proactive care tools, customer satisfaction and call center traffic.

The study, conducted by analyst firm Coleman Parkes, attempted to find the link between proactive care tools, customer satisfaction and call center traffic.

According to Amdocs and Coleman Parkes, the ready availability of simple self-service apps and proactive notifications boosts the Net Promoter Score, a standard measure of customers’ willingness to recommend service providers to family and friends. The higher a customer’s NPS, the more satisfied s/he is, and the more likely that customer is to act as a brand advocate for a given company.

“The Net Promoter Score…is directly correlated to customer satisfaction, retention and service provider profitability," said Ian Parkes, director and cofounder of Coleman Parkes, in a statement. "The survey shows that the provision of proactive care and self-service apps would be a highly effective strategy for helping service providers to increase their NPS and reduce the burden on the call center. But, according to our study, consumers feel that service providers need to improve the online experience with a more consistent and personal service.”  

The study found that 84 percent of consumers surveyed said they would be more likely to recommend their service provider if the provider was able to identify and preemptively resolve potential issues affecting them; 83 percent said they would be more likely to recommend their provider if they were offered easy-to-use and consistent self-service via their mobile device.

Of course all proactive notification systems are not created equal, and a poorly-designed one can do more harm than good. The study found that 73 percent of consumers said proactive notifications at present were not useful; and 24 percent of all notifications resulted in a call to the contact center, adding to costs instead of reducing them.

Of the consumers who use mobile self-service apps, 78 percent said they are hard to use.

The right types of solutions should be easy to use, personalized and consistent with other customer service channels so they decrease the demands on call centers rather than increase them, said the companies.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!