Customer self-service has become a popular response to business’ organizational demands, and for a number of reasons. From self-checkout kiosks to AI chatbots, it can offer shoppers and prospective customers the convenience of resolving issues by enabling them to access information quickly, without needing to wait for support.
But removing personnel to reduce operational costs can bring unanticipated downsides if you’re not careful. Remote call center solutions are a flexible way to let you automate the more basic routine tasks while still providing human support when customers need professional help to manage their needs.
When Self-Service Is a Win-Win
When implemented in a smart way, with foresight and planning, customer self-service has been shown to improve customer satisfaction while helping the organization to run more efficiently. By automating routine tasks, businesses may be able to minimize the number of full-time, on-site customer service representatives, allowing their staff to focus on more complex issues.
Some of the smartest ways this is happening in society is when the self-service side of a website has been designed to enhance the shopping experience in such a way that it reduces the need for human intervention.
What are examples of how this might work?
- Self-service platforms that provide customers with 24/7 access to information, enabling faster problem resolution and a better overall experience
- Setting up systems that empower consumers and lead to higher customer loyalty and fewer support tickets
- The use of chatbots and AI-driven support systems like those implemented by Amazon and Sephora, which steer online shoppers to goods they are seeking on those sites
- A well-designed self-service portal that allows customers to track orders, request returns, and find product details promptly
- In other scenarios, “advisor” chatbots that educate online visitors and potential customers through product recommendations and tutorials
Why Some Self-Service Loses Money for Businesses & Healthcare Organizations
However, while systems that enable the customer to take steps to get what they want do offer potential business advantages, there are still plenty of examples of real-world fails that haven’t pulled it off. One major reason for this is the over-reliance on self-service that lacks any human touch, something that can be crucial for handling complex or sensitive issues – such as those that hospitals and clinics must address.
It’s not just that the facility or website wasn’t professionally designed or that there were unexpected point-of-sale glitches. The problem is also that each business is different, with a unique set of characteristics that add up to a specific kind of value they provide to whomever they are serving. Individual organizations need to enter the arena assuming that they are not like everyone else – and that some traditional customer service provided by human beings may still provide financial incentives for them.
Could any of these pitfalls apply to your operations?
- Automated phone systems in which patients or customers get stuck in long loops of prompts without the option to speak to a representative
- A lack of call center agents, leading to frustration, unresolved issues, and ultimately, customer dissatisfaction
- Systems that overlook customers who aren’t entirely comfortable using digital self-service platforms
- Alienating clients or customers by negatively impacting their experience
- Any automated phone system that is poorly designed or difficult to navigate
- Company FAQs or chatbots that have insufficient answers, leading customers to abandon the service altogether
Any of the negative experiences above can ultimately cost the company customer loyalty and lead to higher churn rates.
Remote Inbound and Outbound Call Center Solutions
A remote inbound or outbound call service can strike the balance that organizations want when shrinking their own customer service workforce. These workers can be thoroughly familiar with your specific organizational needs and speak like someone you want to represent your brand, as opposed to some far off stand-in that doesn’t convey what is good about your company.
If you need extra help to handle spikes in volume, but also require people to take those 3 AM calls, there are services that can scale with you to manage both ends of the communication spectrum.
Lighthouse’s Flexible Customer Service Provides Best of Both Worlds
Don’t create self service in a way that makes people feel neglected or dissatisfied. Talk to Lighthouse Enterprises to discuss how our flexible models can be customized to address your changing needs.
Contact Lighthouse Enterprises for a customer service solution tailored just for you.