4 Myths about self-service customer support debunked

4 Myths about self-service customer support debunked

OABPO Blog Team Published on August 20, 2014

The omni-channeling trend and the vast availability of web-based and mobile tools may make it seem that online customer service is widely embraced by businesses anywhere. Surprisingly, however, there are companies that hold out on self-help customer service tools. Some of them avoid outsourcing these functions for the misconceptions about their efficiency. They’re missing out on the high customer satisfaction, low call volume, and other great benefits of taking customer service online.

So what are these myths that businesses have about self-service customer support platforms?

1. Self-service is a last resort.

male-agent-talking-to-customer

This is not true. Customer service apps, including email and chat support, are in fact the initial solutions that people with minor problems turn to. Especially with the high penetration rate of mobile technology in many markets nowadays, modern customers look for instant and convenient ways to reach a brand. They’re aware that calling a customer service hotline may mean being put on hold or waiting on cue. If all they need is a quick answer and not complex instructions, they’d go to the your company’s FAQ page.

2. It’s hurting the contact center business.

office-space-and-boxes-office-supplies

False. It’s actually considered the welcome wagon in most call centers’ range of customer service solutions, mainly because of its capability to filter inbound calls. This means shorter hold time, lesser tickets on queue, and more attention to high priority cases. Also, the popularity of web-based self-service solutions paved way for expansion in many outsourcing firms, making them all-encompassing, all-around service providers.

3. It does nothing more than give answers.

male-customer-talking-on-phone

Another misconception. Like phone representatives, upsells and conversions can be done via customer service apps. E-commerce sites with a high shopping cart abandonment rate even place quick-answer buttons on pages where abandonment are most prevalent. With an app or widget ready to provide answers and suggest items, there’s a high likelihood of converting mere browsers getting into buyers.

4. Customers always prefer live agents.

thinking-female-call-center-agent

While the phone remains to be a highly preferred communication channel, web-savvy consumers have an “anytime-anywhere” mentality that businesses try to address by offering 24/7 multi-channeled customer service solutions. Agents are usually contacted for issues after a sale has been made. During the initial stages of purchasing, however, shoppers generally seek for assistance, clarifications, and suggestions on their own.

Every business endeavor has a risk, but most success stories start by taking a step towards the unpaved road. Before doubting any new initiative, you should first do a fact-check to know what you might be missing outon by holding out on emerging strategies and tools.

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#Repost | Team Allied Services and You:
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The companyโ€™s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

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Open Access BPO Makati, Glorietta 2 site lobby

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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

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Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
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Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
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Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

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