Imagine you are in the middle of a hectic day juggling four different tasks. With so much on your plate, the last thing you want to add to your to-do list is a phone call to a business’s customer service line to clear up a question about billing. You wish there was a simpler way to resolve your problem quickly.
As evidenced by this scenario, customers today want access to self-care services that allow them to perform account management tasks on their own. As a result, self-service is now a mainstay in most enterprises’ customer service departments. In other words, the days of customers having to resolve product or service issues through a voice conversation is coming to an end because new technologies have emerged to expedite the customer service process.
One industry where this is especially true is television. Customers today want to be able to use the Internet to view their transaction histories, view upcoming bills, order new packages and resolve disputes with agents. They don’t want to spend 20 minutes on hold waiting to speak with a representative.
It’s time, therefore, that you embrace the need for self-service in your enterprise by offering a robust cloud-based customer care portal that will handle service provisioning needs. Using this service, you will not only make life easier for your customers (which will foster customer loyalty) but you will also reduce the burden on your contact center and save money in the process. Less incoming calls, after all, will result in fewer staff requirements.
Click here to learn more about how Great Lakes Data Systems can help your enterprise embrace a self-care business model.