Improve Customer Satisfaction with Online Self-Service that Exceeds Expectations

Overview

The Challenge

Customer feedback reporting and social network postings reveal a glaring truth: Web self-service is a major source of customer dissatisfaction.

Companies implement this channel with the intent of meeting customers' expectations and saving costs. They accomplish neither.

A customer looking for a quick answer online ends up in a call center hold queue. Information inconsistencies build frustration. Sorting through long lists of irrelevant links and FAQs holds little appeal. It's a technology problem with serious ramifications.

Traditional online customer service solutions do not address the basic requirements of Web self-service users—having immediate, easy access to the exact information they need. Instead, they place the burden of search and relevance on the visitor's shoulders.

Too often, responses are inaccurate, inconsistent and impersonal. Customers do not get the specific answers they need. Trust quickly erodes.

This common scenario clearly lacks the elements of great service. It negatively impacts word–of–mouth and your brand image. Traffic to higher cost channels increases, or customers simply defect. A solution implemented to reduce costs and better serve customers ends up increasing operating expenses while putting your revenues and relationships in jeopardy.

 

It doesn't have to play out this way.

Effective Web self-service results from a technology decision. If you are going to offer it, make the right call. We can help.

RealDialog Self-Service delivers a new type of self-service experience: one worth repeating. It assists your customers like an expert service representative—delivering positive, personalized customer experiences while effectively resolving issues. Your customer satisfaction levels, retention and positive word–of–mouth all increase.

Through a simple, text chat–like interface on your website, RealDialog Self-Service enables your customers to ask questions the way they prefer—in their "natural language." Much like your tenured contact center representatives, it provides direct answers to their questions in a friendly, "conversational" manner. When needed, it engages them in a dialog to diagnose and resolve their issues.

Capabilities

Through an automated "virtual assistant" on your website, RealDialog Self-Service:

Delivers a clear and accurate answer to a customer's question

• RealDialog Self-Service quickly and effectively delivers a direct answer to a customer's question, eliminating the frustrating task of digging through long lists of search results or FAQs. Self-service interactions are fast, convenient and successful.

Answers questions with up to 99 percent accuracy

• Because it truly understands the meaning and intent behind customer questions, and can clarify their needs through a two-way dialog, RealDialog Self-Service delivers exceptionally accurate and specific answers. Customers receive the right answer, no matter how they phrase their questions.

Creates a more satisfying self-service experience

• RealDialog Self-Service mimics a friendly, expert-level "live" service representative. Customers feel understood and appreciated. The resulting experience is so positive that customers frequently thank a RealDialog "agent" for helping them.

Deflects up to 80 percent of inbound email inquiries

• RealDialog Self-Service can answer many of the questions customers submit send via email—instantly and automatically—even those involving specific product or account information. Within days of launching RealDialog Self-Service, our customers have seen an 80 percent drop in inbound email inquiries.

Provides customers with the personalized service experience and answers they want

• RealDialog Self-Service learns from a customer's input and leverages customer–specific data from other systems (such as account details, loyalty and membership information, order tracking, warranty systems, and more) to deliver highly personalized answers. It delivers the right messages, content and offers to the right person at the right time.

Resolves personal, technical and complex issues better than any other self-service solution

• Specific, personal and complex issues are effectively addressed with exceptional accuracy through RealDialog Self-Service. This results from its ability to engage customers in a dialog, and to deliver answers in a wide variety of formats.

Enables seamless, cross-channel service

• When a customer needs additional assistance, RealDialog Self-Service escalates the entire transcript of their self-service interaction to a live agent for assistance via phone, email, or chat. Your representative picks up exactly where self-service left off. The customer isn't required to repeat their contact and situation details. They quickly get what they need.

Provides actionable voice of the customer and employee insights

• RealDialog Self-Service analyzes and aggregates questions and "conversations," word–for–word, grouping thousands of visitor inquiries into meaningful and manageable categories for reporting and continuous improvement. Topic summaries point out content gaps, enabling you to address needs quickly and effectively. Full conversation transcripts help you gain great insight into individual customer opinions, perceptions, wants, needs, and feelings.

Benefits

Our online customer service solutions bring numerous benefits, including:

• Increases customer satisfaction
• Builds brand trust and strengthens customer relationships
• Improves issue resolution
• Reduces overall interaction costs
• Increases revenue and conversion rates
• Drives greater self-service adoption and usage

 

Learn more about real-world results by watching our Unilever webcast: Simplified, Streamlined and Empowered - How Unilever Transformed Consumer Services into a Strategic Asset.