For Great Customer Self-Service Experiences, it’s Time to Get Real.
The concept of great customer self-service is widely understood. But there is a disconnect in moving from theory to practice. Too many organizations fail to hold self-service to the same quality and efficiency measures used for other channels.
Is Your Customer Self Service System Limited by:
- Limited search terms
- Time consuming, impersonal and unreliable methods
- Self-service system solutions that address only simple, common questions
- Not a true CRM System
- Expensive or ineffective in terms of cost-reduction
- Self Service system solutions that fail to capture feedback and leads
With RealDialog, and Effective Customer Self-Service Solution is Finally Within Reach!
Our RealDialog customer self-service and RealDialog Social Assist solutions provide your self-service customers with a “virtual assistant” that
addresses problems with exceptional speed and accuracy, delivering precise
answers. The customer experience vastly improves, bringing you closer to
your retention and cost reduction goals.
Benefits of Our Customer Self Service Solution Include:
Customers can enter questions and expressions as they wish. They no longer have to guess which keyword combination will lead them the right answer.
RealDialog Self-Service and RealDialog for Facebook deliver a hassle-free customer experience by delivering a direct, accurate and concise answer and/or content (documents, sound and video files, customer data, etc.) that addresses their needs. They are no longer taxed with reviewing long lists of search results and FAQs for “possible” answers.
Much like a “live” agent, RealDialog Self-Service and RealDialog for Facebook ask specific, clarifying questions around virtually any topic, such as a customer’s specific account information, product make and model, serial number, and more.
Many self-service solutions are unable to exceed a 45 – 50 percent relevant response rate to initial inquiries because they can’t comprehend the meaning behind customers’ questions. RealDialog Self-Service and RealDialog for Facebook leverage a combination of natural language processing, linguistics and dialog to comprehend and clarify the meaning behind questions, driving accuracy rates up to 99 percent.
Many answers can’t be “right” if they aren’t personal and specific. Our solution leverages interactive dialogs to gather critical pieces of information to formulate highly accurate and personalized answers. Integrated with external data systems, it can use customer account information, product serial numbers, and/or membership data to retrieve and incorporate user-specific information into responses.
Many self-service solutions cannot access or incorporate information that resides in other sources across the enterprise—only what’s within its knowledge base. Consequently, information becomes outdated quickly. Our solutions present customers with real-time data and the most current versions of documents in their native forms (versus a copy in the knowledge base). This keeps the knowledge base current without needing costly IT resources to update data and manually load documents onto the Web server.
With exceptionally high accuracy rates, natural language understanding, conversational abilities, and integration with enterprise data; our solution can effectively address personal questions, technical issues, complex problems, and tier 2 and 3 inquiries.
Many self-service solutions require you to manage and maintain a knowledge base separate from other communication channels. Our solution can be leveraged by multiple touch points, including social media. The RealDialog for Facebook offering is managed through the same knowledge base as the web self-service solution. Responses for both touch points can be edited simultaneously, or you may choose to respond differently through each touch point. For instance, you may want to respond in a more casual tone through the social channel. Either way, responses for each touch point are edited through the same interface. RealDialog feeds all channels accurate, concise and “branded” answers—improving service efficiency, quality and consistency. If a transfer is needed, it escalates the entire transcript of a self-service or Facebook interaction to a “live” agent, reducing customer frustration and handling time, while improving issue resolution and allowing you to solve a customer issue where you otherwise may not have.
Some self-service technologies generate lists of keyword “hits,” and others provide a disorganized stream of customer questions. Gleaning any real value involves a lot of time and guesswork. Our solution analyzes and organizes actual customer questions to make the “voice of the customer” more accessible and meaningful to your organization. It pinpoints where information needs to be added to fill in gaps. And it provides tremendous insight into individual customer opinions, perceptions, needs and feelings by drilling down to individual self-service interaction transcripts.
More advanced self-service systems can incur six and seven figure annual maintenance costs because updating the knowledge base requires so much (expensive) technical expertise. With RealDialog, non-technical authoring and maintenance tools reduce IT resource costs while improving the speed and ease of updates. Self-learning capabilities help maintain high accuracy rates. Built-in content collaboration and workflow tools help to capture and leverage subject matter expertise across the organization.
With RealDialog for Facebook, consumers can have instand and around-the-clock access to a virtual assistant representing your company through their chosen communication channel. Consumers and visitors no longer have to hunt for information. The information they seek is right at their fingertips, where they're already existing and engaging in conversations. RealDialog for Facebook allows you to deliver conversational responses with the tone and voice consumers expect from companies in social channels. It provides consistent, branded responses, ensuring seamless communications through all channels with responses deemed appropriate by customer service and brand managers
Impact Your Business with True Customer Self Service Solutions
- Increases customer satisfaction, retention and brand loyalty through more satisfying customer self-service experiences.
- Reduces inbound email inquiries by up to 80 percent and interaction costs by up to 33 percent by effectively resolving more issues through online channels.
- Builds confidence in your Web self-service offerings, leading more of your customers to adopt and use them as a preferred channel.
- Builds trust in your brand through highly accurate and consistent responses.
- Encourage word-of-mouth sharing by engaging fans and visitors in consumer acquisition efforts with RealDialog for Facebook
- Minimizes the cost of "repeat" callers who tried—but failed—to resolve their issues on the Web.
- Reduces Tier 2 and 3 support costs by effectively resolving more complex issues online.
- Optimizes the use and value of knowledge and expertise that already exists in the organization.
- Helps companies quickly identify opportunities, reduce market research time and costs, and improve marketing effectiveness through actionable " voice of the customer" insights.
- Mitigates risk, avoids damage and contains costs by providing detailed insights that forewarn of problems.
Next steps:
Download a brief overview of our RealDialog Self-Service solution
View our article from KMWorld's Best Practices: Is it Live—or is it a Conversational Agent?
Download our white paper: Self-Service Effectiveness: Does Yours Measure Up? A short assessment for taking self-service from good enough to great.
Download our RealDialog Self-Service brochure for a deeper dive into RealDialog's capabilities and impact
Download a brief overview of our RealDialog for Facebook offering to learn how this cost-effective and simple to implement solution can positively impact your brand and business.
