Web Self-Service that Exceeds Customer Expectations
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 customer self-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.
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 puts the service back into customer self-service through highly efficient Web interactions. It increases customer satisfaction, retention and positive word-of-mouth. Your customers appreciate a “live agent” experience that delivers positive, personalized service while effectively resolving issues.
Through a simple, text chat-type interface on your website, RealDialog Self-Service enables your customers to ask questions the way they prefer—in their “natural language.” Much like your contact center representatives, it provides direct answers to their questions in a friendly, “conversational” manner, or engages them in a dialog to diagnose and resolve their issues.
Features and Capabilities
Through an automated “virtual assistant” on your website, RealDialog Self-Service:
RealDialog Self-Service quickly and effectively delivers a direct answer to a customer’s question, eliminating the frustrating burden of digging through long lists of search results or FAQs. Web self-service interactions are fast, convenient and successful.
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.
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.
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 after launching RealDialog Self-Service, our customers have seen an 80 percent drop in inbound email inquiries.
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.
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.
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.
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.
Business Impact
- Increases customer satisfaction
- Builds brand trust and strengthens customer relationships
- Improves issue resolution
- Reduces overall interaction costs
- Increases revenue and conversion rates
- Drivers greater self-service adoption and usage
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
