Most customers don’t like having to call customer service to fix their problem because it almost always leads to being left on hold for hours. Many businesses, however are starting to incorporate a Tier 0, which is customer self-service. This can help to alleviate call volume, but could also negatively impact customer service, so it is important to find a good middleground. Most of Tier 0 is made up of very sophisticated technology, and records everything that the customer has been trying, so that when they do talk to an agent, the agent understands exactly what they have been doing. If businesses put some of their resources into establishing a Tier 0 channel, then it benefits both the customers and their bottom line.
- The evolution of self-serve customers include Tier 0, IVR, automation, and artificial intelligence. This allows you to avoid interact with people.
- Companies that are looking to outsource customer services systems are looking towards self-serve systems.
- Self-serve system free up operators for more important and much more detail sservices.
“A great self-serve strategy is acutely aware of everywhere a customer may go first before picking up the phone.”