A quick look at the customer service landscape shows us just how much customers would rather solve their own problems than try to run the gauntlet of customer service. How-to videos and workshops dominate many customer service strongholds. We have call centers offering up automated help menus to help customers get their own problems solved, faster. So what can the call center do to expedite the process?
Customer self-service is a growing part of call center and customer service operations. At Snap Recordings, we've developed tools with this trend in mind. But let's look at what exactly is valuable about customer self-service.
A better bottom line. When customers are addressing at least some of their own problems, it equates to staff a business doesn't need to have on hand—which translates into direct cost savings. Plus, since customers can access these tools regardless of time of day, the business can handle more calls overall and address more customer issues in the same number of available hours.
Improved customer experience. Customers solving their own problems provides a sense of satisfaction and accomplishment. This augments the customer experience and improves the odds of return business.
Improved employee morale. Instead of measuring success based on the number of calls closed, customer satisfaction can be the guiding metric. Employees will only have real problems to solve, not simple queries like account balances or store hours. This allows employees to exercise their expertise to the fullest.
How Do Voice Recordings Help Improve Customer Satisfaction?
Not only are interactive voice response (IVR) systems increasingly in use to provide improved customer satisfaction, but Voice over Internet Protocol (VoIP) service providers are putting IVR to work as well.
For VoIP providers, IVR serves as a way to stand out from the competition in the VoIP market and increase the chances customers will stick with that provider instead of considering competing providers. What's more, IVR is not even particularly difficult to set up, and some tools can be set up with little outside support in comparatively little time.
These represent great opportunities for the voice recording provider to step in and offer up the proper framework to make an IVR system shine.
How Do I Find out More about Voice Recordings?
Starting with voice recordings can be simple: just drop us a line at Snap Recordings. We've got over 100 different voice talents to provide voice recordings, and can work in different dialects and accents to ensure you'll get the point across no matter where you operate. To take advantage of all the benefits of customer self-service, contact us today.
