Over 75% of customers prefer to use self-service and expect a self-service option from brands. Gartner predicts that at least 80% of brands that fail to implement self-service will suffer higher customer service costs. More and more, brands are called to meet the high standards of customer expectations in self-service. TouchCommerce is here to answer that call.
Intelligent automated engagements from TouchCommerce™ resolve repetitive issues quickly and escalate visitors to live agents when the interactions become more complex or if the automated responses fail to answer all the customer questions. Business rules can also bypass the automated interactions in favor of live agents when high-value conversions are at risk.
Digital Self-Service Is on the Rise
Customer Experience Is King. According to the Consumers 2020 Report, customer experience is expected to become the number one brand differentiator, overtaking both price and product by the year 2020.
Self-Service Rules. Gartner predicts that by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. Companies who fail to embrace digital self-service will find themselves in the difficult position of playing catch up to competitors who are currently deploying self-service in their digital channels and already seeing results.
Impact of a Poor Customer Service Experience. According to Bain and Company, a customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related.
Automation increases efficiency, improves visitor satisfaction and lowers operational costs.
TouchAssist is virtual assistance that offers human-like dialogue and intelligent conversation for consumers looking to self-serve and provides a smooth transition to a live chat agent, if needed, while maintaining the context of the conversation within the same engagement window.
Provide the right content in the right way to enable visitors to find what they are looking for. Various situations call for specific types of guides: filtering, routing, product selection, FAQ, or tutorials.