Self Service Solutions
Home Self Service Solutions
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Integrating self-service solutions into your call center program can significantly improve customer satisfaction and reduce costs. Self-service solutions enable customers to get answers on their own, without the need to involve a live person. A common self-service application is a bank's web site which provides online access to account information.
The key to implementing these applications effectively, is to use self-service where it makes sense. A complex troubleshooting process may not lend itself to this type of solution, while a simple inquiry makes perfect sense.
- Lower cost per transaction than live assistance
- Reduced calls to agents will reduce hold times for other callers
- Improved consistency of information
- Improved reporting of customer activity
- Improved scalability
- 24/7 access
- Sense of anonymity when obtaining sensitive information (such as medical conditions)
Ultimately, any callers who are satisfied via a self-help application will translate to less live assistance calls, and therefore lower costs.
Enablx utilizes a variety of technologies to build custom self-service applications, including:
Interactive Voice Response (IVR) Solutions
Typical IVR applications enable callers to dial a tollfree number, then select from a menu of options using either their phone's touch-tone keypad, or through spoken commands.
While some customers may have had a negative experience with a poorly designed IVR, Enablx can help you design a solution which quickly provides answers without having to wait for a live representative.
Online / Web-based Solutions
Since the Internet took off in the mid to late '90's, web-based self-service applications are used world-wide to get directions, access online accounts, view schedules, complete program sign-up, and more.
Enablx has built and hosted numerous online applications for our clients, often providing customers with an alternative to dialing an IVR or speaking with a representative. Our applications are fully integrated with our secure online dashboard, giving you access to perform updates and view traffic.
We have been in this business for over 20 years, and have worked with many businesses and various industries. We would love the opportunity to discuss your challenges and propose out-of-the-box solutions.