CXOchat

Self-service done right
Put your customers to work and help them love it: Making digital self-service fun!
   7 years ago
#CXOchatDeliver Superior CXAs customer service has gone digital, how do you improve CX with and without technology?
   7 years ago
#CXOchatAquire RIGHT CustomersIdentify your most desirable customers and perfect your customer acquisition strategy.
IBM Watson Commerce
Q3: What are common mistakes that companies make when making digital workflows or tasks self-service? http://www.via-cc.at...

Shep Hyken
A3: Co’s really need to be customer-focused. Self-service needs to be intuitive for the customer, not the co. employees.
Jennifer Maldonado
common mistakes include organizing the info in a way that makes more sense to the co than the cust,, also using jargon
Amber Armstrong
Companies forget to apply #analytics to ensure they are making the right things self service
Srinivas Vadlamudi
@Hyken make the workflow interconnected.. I place an order.. get me to tracking the order next in line of the workflow.
Tema Frank
A3: Too often companies force you to spend too long trying to find a self-service answer. If I can't find it quickly, give me options!
Jennifer Maldonado
@ambarmstrong exactly. what types of answers are customers looking for? fill content gaps by tracking search terms, etc.
Robert Williger
A3. Complexity! Don't make the customer work for it #CXOchat
Shep Hyken
@svadlamu That also creates confidence. I know my order was placed or my question was accepted.
Lindsay Malloy
Companies these days forget about the people who get frustrated with self-service anything. The option to chat online with a live person or speak to a rep needs to be there always.
Natasha Bishop
@temafrank agreed.... KISS please
Sarah Gibb
How about not having in person help, ie Live Chat, readily by when customers run into obstacles.
Shep Hyken
@Natasha_D_G Keep It Silly SImple! BANG!
Lisa Smith
Companies offer ability to self-serve but do not consistently use the experience as a reason to circle back and touch their customers
Phylicia Teymer
A3: Think as if you're in the customers shoes, what's the end goal, what does the customer want to know/or need to have access to? Anticipate the problems ahead of time and how to best accommodate the customer.
Tema Frank
@LindsaySkarda That's true. Especially with an older demographic, who are already nervous about using computers!
IBM Watson Commerce
Q2: What are some of the easiest online experiences to make self-service if you are just starting out? http://www.via-cc.at...

Shep Hyken
A2: Start w/ FAQ’s. Post how-to videos on YouTube. Let customers know they are available.
Robert Williger
A2. Have easy to locate help/FAQ some customers prefer to be able to find it #CXOchat
Shep Hyken
Thank you! Flattery gets you a LOT!
Jennifer Maldonado
I'm sure it depends on the industry. For service organizations, I think a great start is posting proactive info to be transparent and head off unnecessary inquiries.
Tema Frank
@Hyken Also, have those tools that pop up suggested answers as you enter your question
Srinivas Vadlamudi
@Hyken come up with a cool infographic!!
Shep Hyken
@temafrank Agree. Make it easy and obvious!
Jennifer Maldonado
Also important to minimize the customers' data entry. Save their info, prepopulate when possible. Don't make things laborious.
Tema Frank
@Hyken But give them an option if those DON'T answer your question. Some miss this!
Jennifer Maldonado
@Hyken Totally agree with the video idea. THEN, keep them updated! As your product or service changes, keep your media current.
Lisa Smith
Basic customer feedback on products or experiences that can inform decisions and interactions
Amber Armstrong
connecting customers with a community is a great self service angle for #commerce #digital
Robert Williger
@ambarmstrong Great point, amazing how the community will help other users #CXOchat
Natasha Bishop
Please give me an option to live chat or ask for help if I get stuck!
Phylicia Teymer
Right Amber @ambarmstrong, the community learns from one another, harnessing the "Collective intelligence" of the group.
Amber Armstrong
@Natasha_D_G yes! live chat is a must!
Lindsay Malloy
@Hyken Love the YouTube tutorial idea. I'd love it IKEA did that for those extra difficult furniture pieces to put together...
Srinivas Vadlamudi
@Natasha_D_G I can't agree more. a LIVE 'live chat' is a must!!!
Shep Hyken
@LindsaySkarda I actually had a great YouTube experience putting together my ping-pong table!
IBM Watson Commerce
Q4: How does a fully implemented self-service program actually reduce costs? http://www.via-cc.at...

Shep Hyken
A4: McKinsey & Co says the avg cost of a phone interaction is $6, email & Live Chat is $5. Those $’s add up.
Tema Frank
Once it is set up, there are huge staff cost savings to self-service
Shep Hyken
A4: Reduce time customer spends on the other service channels w/ agent.
Jennifer Maldonado
it reduces costs by mitigating unnecessary contacts to higher cost channels, also can increase the volume of customers you can help with current resources
Natasha Bishop
Winning self service programs reduce contact center/emp costs #cxm
Srinivas Vadlamudi
@Hyken this is no longer the age of Customer reaching out.. We (companies) need to be in Customer's palms & fingers!!! Stickyness..
Tema Frank
A4: Can also reduce costs by forcing you to think through common questions & processes
Jennifer Maldonado
@temafrank that is a great point! forces you to identify common issues and think through not only resolution but prevention
Shep Hyken
@temafrank Exactly! The easy, most frequent questions should be considered for self-service.
Lisa Smith
Reduces the cost of reaching the customer through more expensive channels and keeps them coming back
Lindsay Malloy
Directing a caller to the right person to answer questions without being transferred 27 times. Less CS reps needed, less calls on hold, less frustration, more customer retention.
Tema Frank
a4: Good self-serve may also reduce costs by lowering churn; fewer dissatisfied customers
Jennifer Maldonado
Important to remember that self-service is not a "set it and forget it" endeavor, though. Useless if not kept current and reliable!