Home arrow Solutions arrow Exploit Self Service
Advertisement
Advertisement
Advertisement
See Also
Solution: Exploit Self Service Print E-mail
ImageHow well are your IVR, Web, SMS and Voice recognition self-service applications working?  Do you need to improve adoption of self service?  Do you want to identify the best self service technologies for particular applications? Our customer self service solution helps you to improve the business case and the return on your self-care investments. It will:
  • Help you identify the best interactions for self service.
  • Reduce failure rates and customers aborting from self service.
  • Improve the adoption rate for the self service you have built.
  • Create new engaging self service applications rather than focus on contact prevention.

Read on to learn how. 

Testimonials

"LimeBridge analysed our IVR self service application and dramatically reduced wait times and completion rates.  Customer satisfaction with our IVR increased markedly. ”

Greg Murphy - National Manager
Origin Energy

There is a strong body of research that is showing that customers are demanding more control over how they interact with enterprises.  They value the convenience and control that self service offers.  But paradoxically, the volume of complaints about not being able to speak to a 'real person' and about Interactive Voice response (IVR) systems is getting louder.  Why is this? 

Three elements of self service design and implementation need to be addressed and LimeBridge solutions can help.

The Wrong Interactions and Technologies

In most cases self service applications are designed and built from the inside out.  Decisions are generally driven from the enterprise perspective based on volume and workload associated with various interactions.  The customer perspective is all too often forgotten - would customers see that the self-service you are building is actually better for them?

Our contact analysis and SkylineTM process helps you to decide what are the best interactions for self service from both the customer and the enterprise perspective  

Poor Customer Experience

Too often the 'inside out' approach to design extends to the way the customer interaction is designed. 

  • Scant and simplistic attention is paid to customer experience design principles such as the number and structure of menu options. 
  • There is a failure to recognise that at times during buying interactions some customers will need help.

Our self service audit and design tools for web, IVR and natural language self service are based on global standards and benchmarks.  By analysing where customers 'drop out' of self service processes we will tell you what and where to makes changes. 

We also help you to design where self care and staffed channels need to interact - particularly in buying processes.  We set up interaction points that encourge customers to get help when they need it by having a staff member 'do it with me' and avoid abandonment. 

The Education and Change Process

Technology led projects expect that 'if we build it then they will come'.  The amount of time and investment required to promote the new self service capabilities and to provide support is understimated. 

While self service will ultimately reduce the demand on staffed channels, during the early stages of adoption demand for support increases dramatically.   The result is that staffed channels are not resourced to provide this support, and, in order to maintain Business As Usual service levels, customer support and education is neglected.

We will help you plan the promotion of the new self care applications and help you with resource planning in your staffed channels to ensure that the increase in support needs during the adoption period does not impact service levels for day to day customer operations.