The Future of Customer Care Lies in Self-Service Solutions

Over the last decade, there’s been a boost in automated responses to everyday customer service needs. Communication has been streamlined, from live web chats with prewritten questions and triggered responses, to elaborate support centres featuring crucial information. 

So it’s unsurprising that call centres are introducing more and more automated processes. Typically, these allow customers to specify their reasons for calling so they can then be connected to the most appropriate agent.

This then begs the question: Would customers rather talk to an automated chatbot than a company representative?

Self Service Solutions Are Increasingly Popular

Studies show that higher numbers of customers prefer self-service options over contacting an in-person support agent. In fact, as many as 91 per cent of customers say they would use an online knowledge base if it were available, and 75 per cent say self-service is a convenient way of addressing customer service issues. But, arguably most importantly, 67 per cent say they preferred self-service options over speaking to a real-life company representative.

This likely roots in the tech-savvy nature of newer generations. Millennials and Gen Z have grown up with technology and learned how to research and address IT issues themselves. These generations are resourceful and willing to help themselves, which means capable chatbots and automated services could result in less of a need for real-life agents. In fact, as many as 60 per cent of Millennials report having interacted with a chatbot, and 70 per cent of those say the experience was a positive one. Not only that, but over half of Millennials yet to use a chatbot say they’re interested in giving them a try. 

The Benefits of Self Service

The statistics above support the fact that automated chatbots and self-service resources could engage the majority of your younger customers. This, in turn, may decrease your need for in-person customer support agents. For businesses, the benefits are plain and simple: an improved customer experience for their younger audience while saving money on labour costs.

But why is self-service becoming so popular?

Automated chatbots provide immediate answers to simple questions. Gone are the days where shoppers had to wait in long and arduous call queues. Instead, chatbots offer a more time-efficient and straightforward solution. 

Customers don’t have to step out of their comfort zones when using self-service options. They needn’t formulate their concerns or try to explain themselves to a less than empathetic sales rep. Sometimes, when customers have the resources to help themselves, this leads to a more straightforward and satisfying solution.

The next generation is increasingly tech savvy and doesn’t benefit from general IT information anymore. They only want and need to contact agents is when an issue is too advanced for them to solve.

There are plenty of call centre solutions that provide businesses with easy setups for automated chatbots and AI-fuelled telephone responses; both of which help direct customers to the right channels. This means that those who prefer self-service options can interact with chatbots to find a quick solution, while more advanced issues get transferred to a suitable agent. 

Ready to Start Using Self-Service Customer Care Solutions?

As more customers become independent and self-reliant in their search for solutions to problems, companies can use call centre software to implement more self-service touchpoints. Not only does this provide what consumers want, but it can also reduce your overheads. Consequently, enterprises can focus on experienced, expert advisors while streamlining simpler, more frequently asked communications.