As consumers, we all love the convenience of online self-service. We can buy products or find information online, 24/7, in our PJs, from our patio, if that’s what we want do. We’ve come to expect immediate gratification via electronic service delivery. Yet the more we progress technologically, the more personally disconnected we become. We’re more reclusive, more sedentary. So self-service is one of the ways we connect now. We want what we want, right now, and we don’t want to have to leave our homes to get it.
Pretty self-evident, huh? It’s easy to see how self-service benefits customers. And it’s equally easy to imagine how this kind of simple, online self-service drives higher engagement from your customers. The easier you are to do business with and the more satisfied your customers are, the more business your customers will want to do with you.
But the overall business and your individual contact center agents also play key roles in driving high customer engagement. And self-service benefits both of them in a big way.
The overriding benefit businesses receive from online self-service is a better bottom line. This is due to:
The initial response from any contact center agent when the topic of online self-service first comes up is usually, “What does that mean for my job? Am I still needed?” But agents definitely play a critical customer engagement role in the new self-service world. And self-service benefits them in many ways.
It’s important you help contact center agents understand their new relevance. Self-service might change their role in customer engagement, but it certainly doesn’t eliminate it.