Online Self Help options are increasingly common place in todays customer service mix – new channels and platforms offer greater opportunities for customers to transact business with us quickly and efficiently without the need to contact the traditional telephone service agent.
Inevitably this leaves traditional voice-based interactions with a changing environment and almost certainly more focused on helping customers achieve resolution for more complex issues.
However the self-service offering must be robust and easy to use if it’s to be seen as a valuable service tool.
This week there’s a great article in Call Centre Helper using their panel of experts who each share the self-service and automation mistakes that will cost you your customers.
Their Top 15 Cardinal Sins to be avoided are;
Mistake 1 – Rolling out your self-service options and forgetting about them
Mistake 2 – Directing customers to complicated or unclear instructions
Mistake 3 – Penalising customers for going down the self-service route
Mistake 4 – Too many menu options in your IVR
Mistake 5 – Losing sight of the value humans bring to customer interactions
Mistake 6 – Leaving your agents out of your design and testing team
Mistake 7 – Not measuring how many customers drop out of the self-service process
Mistake 8 – Developing self-service options in silos
Mistake 9 – Being vague about whether a human will be involved
Mistake 10 – Thinking your AHT will reduce once you roll out self-service
Mistake 11 – Not really understanding who your users are
Mistake 12 – Overlooking the need for a consistent persona that reflects your brand
Mistake 13 – Cutting corners when it comes to the talent for your voice recording
Mistake 14 – Bombarding users with robotic repetition instead of a range of recorded replies
Mistake 15 – Blaming your users when things don’t go to plan
If you’re looking to implement or update your self-service options then there’s lots to think about here – you can read the entire article at; https://goo.gl/Pjg0DN