Key Speakers:

Strategic Customer Centric Solutions

Given the move towards customer centricity and an increase in the use of self service which in turn lowers the need for call centre customer service, companies need to use customer analytics to measure feedback and behaviour to improve the user experience. Companies regularly employ various self service options for their customers ranging from mobile technologies, online banking, kiosks and so on.

Customer self-service comprises of many areas for a business and is extremely cross-functional and at Customer Self-Service 2011 the topics that arise in this area cover a number of different areas:

  • Customer Experience
  • M-Commerce
  • E-Commerce
  • Self-Service
  • Online Banking
  • Web Portals
  • Mobile Self-Service
  • Customer Analytics
  • Location Based Marketing
  • Social Media
  • And more…

You are not alone. Learning how to effectively develop core capabilities in these areas is a concern for all business, and if companies can stay abreast of new technologies and consumer demand, and meet their customer where they want to be met, they will succeed.

What is Driving Customer Self-Service?

According to Avoka, a high percentage of customers preferring their first point of contact to be with a self-service portal rather than a person speaks volumes for the need for companies to prioritise these channels.

Giving users an engaging and effective self-service experience increases customer satisfaction and loyalty. Research shows us that customers prefer the web over visits to field offices or interactions with customer support representatives. Consider that:

  • Over 90% of all consumer purchasing decisions begin online
  • 83% of consumers indicate that their primary sources for non-technical customer service information are company web sites
  • Customers are visiting web sites in record numbers, but the percentage of people who successfully find answers or complete transactions online is actually decreasing

In other words customers increasingly prefer to be able to help themselves online – the most cost effective communication medium – without having to engage with your customer service staff. They want information, the ability to complete transactions and answers to their questions immediately accessible online, not later over the phone or by email.

This means that the area where most companies incur maximum costs to deliver service is becoming a non-preferred service. Avoka, 2011

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