Benefits of Customer Self-Service Solutions

Benefits of Customer Self-Service Solutions

Customer service has emerged as a key business differentiator in a crowded and competitive marketplace. The dilemma companies face is the expense of supporting live (human) customer interactions, or offering less expensive customer self-service applications that are not always appreciated by the same customers you are trying to please. This is especially important for utility companies who interact with their customer’s for basic information to complex billing questions.

One company that has successfully migrated to automated customer self-service is Time Warner Cable (TWC) in upstate New York. Implementing a host of customer self-service applications on their IVR (Interactive Voice Response) system, they have enabled their customers to perform many tasks without ever speaking to a live customer service representative. This has not only benefited TWC’s bottom line, but improved customer satisfaction with their IVR system that was well-designed by Primas. The automated system reduces calls to agents by 50% or more, gives customers no waiting on hold, fast response, and frees up live call center agents to handle complex tasks.

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