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Live Support vs Self Service - Choosing the Right Approach




Call center managers everywhere will forever be faced with the tension between providing personal high-quality customer service, and running a cost-effective operation. But why should we have to choose between the two? By leveraging the technologies available today, customers can have the best of both worlds - easy access to information online or via their phone, and the option for live assistance.

Live call center services have long been regarded as the optimal customer service solution, by giving customers access to friendly, knowledgeable representatives who provide that personal touch. Setting up and operating a live program has its challenges however, which include staffing and training agents, providing adequate work-space, ongoing scheduling to meet the availability requirements of the program, and quality monitoring to ensure the information being provided to customers is accurate and consistent.

Technology-based solutions on the other hand, such as online web-sites or telephone-based interactive voice response (IVR) systems, can provide an excellent return on investment, with none of the head-aches associated with managing a live program. Once these applications are in place, customers will always receive quick-access the same information around-the-clock, 365 days per year.

Additionally, as service needs change, technology-based solutions can be scaled to meet demand much more quickly than hiring and training live representatives. Automated solutions also come at a lower cost per transaction, reducing your bottom line, while freeing up your more expensive agents to handle the complex issues that require their attention.

Do What Makes Sense

While both have their strong points, it is important to implement the solution that makes sense for your program. Some applications will lend themselves to automation, such as frequently asked questions, account inquiries, and program enrollments. Conversely, more complex programs such as technical support may require a live technician who can help work through the intricacies of the issue at hand.

Getting a strong understanding of your program, then identifying those processes which can be automated vs those that require live help, are the key to developing a solid implementation plan.

We Can Help

Enablx has been providing customer service solutions to our clients for over 20 years. We understand the challenges involved with deploying quality call center services, and will frequently develop a blended solution for our clients, which integrates both live and self-service capabilities.

Contact us today to discuss your project, or check out our Call Center Services, IVR, and Self Service pages for a more detailed overview of our services.

Also feel free to comment and provide feedback regarding your experience with various customer service programs.

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