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

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!