Eighty percent of companies believe they deliver a superior customer experience, but only 8% of their customers agree, according to Bain & Co. Most contact center outsourcing firms meet service level agreements, but their clients are consistently dissatisfied with levels of innovation and flexibility of services, according to Forrester Research.
Whether handled in-house or outsourced, delivery of customer service is clearly broken.
S3 Integrity has no panacea, but we do believe this: Companies, customers and outsourcers all benefit from deflection and reduction of high-cost, agent-assisted interactions, achieved through application of lower-cost, web-based self-service solutions...for customer service, technical support and sales applications.
Proper integration of web-based self-service solutions with agent-assisted service delivers tangible ROI, as measured by:
- Lower Operating Costs - through the deflection of expensive phone, chat and email transactions.
- Increased Revenue - based on a thorough understanding of customer behavior.
- Improved Products and Services - gained through direct customer response and feedback.
- Higher Brand Loyalty - achieved through delivery of a Customer Experience that benefits the consumer as well as the provider.
"Start by doing what's necessary; then do what's possible; and suddenly you are doing the impossible."
Francis of Assisi