Customer self service

Most organisations provide customer service and have in place groups of people to provide those services. A number of service activities require staff to provide personalised service, but for many others, customers can self service through a variety of channels including IVR / speech systems, self service websites, ATMs or Kiosks.

Call centres are a necessary part of many service organisations, but are often expensive to run. We've all heard stories of failed attempts to send call centres off-shore, resulting in more costs being incurred rather than reduced.

Hence self service is a key strategy to give clients access to customer service. However, self service is not a replacement strategy, as it’s considered by customers as an additional service channel. Your customers are time poor and should get the service they want, when they want, from the channel they want.

Successful service organisations are those that offer a range of service channels that operate in a consistent manner, providing the services that make sense for that channel.

The customer self service website can provide the client with the richest experience and the widest range of services. It’s one of the best channels to empower your customers to take control of their relationship with your business.

The self service website doesn’t replace your other channels. However, if it delivers a high value, usable experience, then your customers will use it preferentially over other channels.

If you’re experiencing any of the following, then you need to improve your customer self service website:

Despite having a self service website, customers still call up to have basic issues handled
Call centre costs are getting out of control as more and more staff are being engaged, yet service standards are dropping
Your customers abandon a self service process part way through
Many customers call to ask questions on how to use the website
You’re experiencing customers turning to your competitors

The benefits of a high value, easy to use customer self service

PTG Global has designed customer self service websites that are used by millions of people on a daily basis. The benefits of a PTG Global designed customer self service website include:

Reduced calls to the call centre, increasing staff time on retention and sales activities
A high value experience for customers that encourages repeat usage
Improved and standardised service levels for all customers

For more information on how PTG Global can design and deliver an efficient, easy to use customer self service solution, email us at info@ptg-global.com or call 1300 660 973.