Self Care Solution
Empower your customers to resolve issues conveniently on multiple touchpoints like Web, Mobile and Social Media.
- 84% of subscribers like to solve their issues themselves without having to call customer care.
- 25% of the population in the US is millennials who are tech-savvy and prefer diagnosing and troubleshooting on their own.
- 67% are though not happy with the products being offered to them by operators. Customers need easy to use products with customized guidance to diagnose and troubleshoot the issues.
Source(s): Forrester & Sensus
Benefits of One Click Self-care:
Faster Response TimeWith One Click self-care solution, the customers get their issues resolved in quick time. This reduces the volume of support calls and frees up agents to address critical customer-facing issues, in a timely manner.
Higher Customer Satisfaction:
With One Click self-care, customers are able to self-diagnose and resolve issues through their preferred touchpoints without the restrictions of time and language leading to higher satisfaction.
Creating a Brand Value
The branded and customized self-care solution increases brand value every time a user gets the issue resolved instantly.
Convenience for Customers
One Click self-service solution is available on multiple touchpoints: Web, Mobile, IVR and Social Media, allowing customers to choose the most convenient option as per preferences helping create strong business-customer relationships and leading to increased customer loyalty and business growth.
Features of One Click Device Self-Care
- Decision Tree – Customers probe through the issue using an easy to navigate decision tree based knowledge network
- Simulated self-help guides : Visual simulated guides for customers to make configuration changes, install devices, change settings etc.
- Self-Device Diagnostics Tool
- Easily integrated and white labelled with your web and mobile presence
- Content federation and integration with your internal application stack