Customer Services:  What About Adding A “Self Service” Option too?

Tuesday, January 26th, 2016

These days, many customers expect to be able to simply log on to a company website and find a solution to a particular problem by using something like a FAQ (Frequently Asked Questions) page or even an online forum. These, and many other what might be best described as  “self service” options, are now a firmly established part of many company’s customer services arsenal.

Even for those companies that choose to outsource customer services to a specialist such as mplcontact of Sutton Coldfield, adding one or two strategically placed ‘how to’ videos to their own website can prove helpful particularly where a prospect or customer may need additional 24/7 support.

How Does A Self-Service Approach Tie In With An Existing Customer Services Department?

Any internet savvy consumers who have taken the trouble to visit your website in search of some customer services contact details will often expect solutions to be almost instantaneously available. In this eventuality, a self-service solution may also help to resolve some of the more common enquiries before the customer services department (be it an outsourced call centre or otherwise) has to step in.

That said, what else could a company do right now to improve the customer experience? Simply put, the answer may be to become even more customer focused. Every future decision point should be carefully considered as to its effect on the customer, everything from prospective price rises to the maximum amount of time a caller could be put on hold. Predicting the cumulative effect on customers of minor changes in operation can then allow a business to minimise the impact of even the most unpopular decisions that may have to be made.

What Lies Ahead For Customer Services In 2016?

As online services continue to develop, it is highly likely that for many business owners, the customer services arena will remain challenging. With that in mind, if you would like to understand more about how our outsourced call centre services could help your business proposer in the coming year, just click HERE to complete the enquiry form or call mplcontact of Sutton Coldfield, Birmingham today on 0800 018 6009 and we will do our best to help.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society