In a recent study, an astounding 67% of customers have stated a preference for self-service as opposed to speaking to a live representative (ZenDesk). Previously viewed as a burden imposed on consumers, the self-service arena has today become an essential part of the average consumer experience. And as one considers each major industry, the rapid adoption of self-service solutions is readily apparent everywhere. Grocery stores have self-check out lines, airlines offer Kiosks (have yet to figure out how to apply it to Homeland Security lines, though), restaurants use self-service reservations – the list goes on. Each of these initiatives involves one person, and one person only: the customer.
The importance of self-service in the contact center space is no exception. Interactive Voice Response (IVR) technologies are leading the charge, providing customers the ability to quickly and easily access any information by selecting options from a simple menu. What was at first an effort for contact centers to improve operational efficiencies and reduce costs, has since become an industry standard. And with 69% of customers equating a good customer experience to how quickly an inquiry is resolved, the need to adopt the latest technology facilitating their ability to do so has never been more important.