Let customers ask questions using natural language
Customers are highly
when they go to a website for service issues, meaning they want to take control of the experience by
their question. A natural language portal is the best way to enable this, because it lets the customer express her question quickly, specifically and in her own unique way.
6 Web Self-Service Best Practices
Here are six best practices you can follow to take your company’s online self-serviceexperience beyond the status quo, and significantly reduce the cost of escalations intoyour higher cost service channels...
When customers arrive on your web site, they want their resolution journey to get underway immediately. Your best self-service feature,therefore, should be instantly identifiable. If not, the customer’s established habit of looking for the “Contact Us” page will take over andthe customer will route their request straight to one of your high-cost human-assisted channels.Why create a self-service solution option that actually works, and then bury it where no one can see it?
Don’t hide your web self-service functionality
A visually appealing self-service feature will help to focus your customer’s attention and encourage them to interact. A highly effective way to do this is to use a virtual agent or a brand mascot (if your company has one).
Use compelling, inviting visuals to demonstrate that you want customers toengage with you on the website
Copa Airlines prominently displays a natural language self service tool on their home page. The ‘Ask Ana’ virtual agent is inviting and engaging to the eye.