Solutions that Scale: Cut Costs and Keep Customers Happy
If you own a contact center you may be asked to cut costs by cutting headcount. But how can staffing levels be reduced without upsetting customers at a time when loyalty is most important? Perhaps now is the time to consider introducing self-service options that will help reduce costs and at the same time provide customers with support options that they will actually prefer.
Did you know that a branded customer community combined with a knowledge base can help deflect a significant number of tickets from your contact center? A recent TSIA survey found that over 90% of people prefer to ‘Google it’ when they have a support question. And we have seen ticket deflection rates anywhere from 10-90% depending on the subject matter and customer type. For a large organization, even a 10% reduction in ticket volume can provide significant savings.
A branded customer community means that instead of answering the same questions over and over again, your staff engage in a public discussion with customers (and prospective customers) to create and share huge amounts of knowledge.
Your branded community will quickly become a large database of support information that will be indexed by search engines, further growing your reach, and delivering positive ROI quickly.
Launching a branded community is relatively easy to do with many SaaS solutions on the market that can be deployed in a few weeks. And managing a community requires a very small team of community managers. A bigger challenge might be changing customer behavior. If they have been trained for years to call your toll free number, it will require a concerted effort to publicize and encourage people to take advantage of online self-service options.
Recessions are interesting times when businesses are forced to make changes and take on risk. If there is a silver lining, it might be the opportunity to push forward on digital transformation and self-service initiatives. A win for cost savings and a win for customers.