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

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!