Avtex is Opening a Global Delivery Center
by George Demou
The modern consumer has come to expect much from your organization, including that help or guidance will be available to them, wherever and whenever they need it. Today’s customers also expect the ability to resolve issues or obtain information independently.
What do these changing expectations mean for your organization?
It means that providing customer support ONLY during standard business hours simply doesn’t work anymore. Customers want access to support around the clock, during weekends and even on holidays. That isn’t to say that your organization must have agents available 24/7, 365 days a year – that approach is often cost prohibitive. Providing additional agent access may also not truly meet the expectations of your customers.
Instead of ramping up your support hours, offer your customers useful self-service tools and platforms. Often, the ability to resolve their own issues or obtain personalized information without the support of an agent will help a customer feel in control, empowered and better connected to your organization.
By offering a mix of increased agent access and customer empowerment tools, your organization can better meet the changing expectations of the modern consumer.
What is customer empowerment?
At its most basic definition, customer empowerment is the strategy of providing customers with a set of tools or processes that make it possible to conduct business, resolve issues or obtain information independently.
The most common customer empowerment tools include:
More than ever before, customers expect, and demand, the ability to resolve issues or obtain information without the assistance of another human being. The emergence of self-reliant consumers has left many organizations struggling to provide the tools and self-service channels their customers demand.
Empowering customers isn’t always easy. It takes a strategic effort to identify or develop tools and processes that allow your customers to manage their account, tackle issues and conduct business without the assistance of an agent.
To truly empower customers, be sure to:
Empowering customers offers many benefits, including improved experiences, reduced strain on agents, engaged customers and more.