How Intelligent Self Care helps elevate the Customer Experience
By : Gaurav Bajaj
Senior Manager - Corporate & Product Marketing
Self-service has become a game-changer in the realm of customer support, offering several perks that traditional customer care channels simply cannot match. According to an HBR study, 81% of customers across industries try to resolve issues themselves before reaching out to a customer service representative. This data — and the vastly improved customer experience offered by self-service portals – make them an integral component of modern businesses.
Intelligent self-service: a high reward play for businesses
The data clearly indicates that offering a self-serve option is a good move for businesses, provided it effectively assists customers in resolving the issues. Self-care channels that offer generalised responses are no longer sufficient in the current landscape. The paradigm has shifted towards personalised and proactive care, where conversations need to be contextually relevant and meaningful – especially when a customer is already in distress.
Picture this scenario: a frustrated customer with an urgent issue tries to seek support through the Interactive Voice Response (IVR) system, only to be bombarded with a long menu of confusing options. Alternatively, they might be left dealing with unhelpful bots that fail to understand their specific needs. Such experiences can be exasperating and, over time, lead to customer dissatisfaction.
This scenario is backed up by data from the HBR report. The report reveals that customers who attempt to self-serve, fail, and are forced to pick up the phone are 10% more likely to be disloyal than customers who are able to resolve their issue on the channel of their choice. All these suggest that impeccable self-care is crucial in enhancing the overall customer experience and elevating satisfaction levels.
AI for Smart Self-care
To deliver a superior Customer Experience, businesses must adopt technology that empowers customers to take control of their support journey. Here are some key AI capabilities that businesses should incorporate for driving self-care adoption and reducing customer effort:
- Personalisation – Leveraging AI to analyse customer data and behaviour to offer personalised self-care recommendations and solutions. Tailoring the self-help journey to individual preferences enhances engagement and ensures customers receive relevant assistance, increasing the likelihood of successful resolutions.
- Predictive Analytics – By leveraging historical data and customer behaviour patterns, AI can predict situations where customers might require support and provide proactive self-care solutions.
- Real-time Assistance – AI possesses the capability to deliver real-time, contextually relevant insights and recommendations to virtual assistants and chatbots. This enables chatbots to guide customers with step-by-step instructions on resolving the issue.
- Interactive Self-Care – AI can enable interactive self-help tools that assist customers in diagnosing and resolving problems independently. Whether through interactive tutorials or diagnostic assessments, these tools empower customers to take control of their support journey.
- Continuous Learning & Improvement – AI can continuously learn from customer interactions and feedback to refine responses and recommendations. By evolving over time, it ensures that self-care channels remain relevant and effective.
- Seamless Omni-channel Experience – AI-enabled insights for self-care can be delivered across websites, mobile apps, social media, and voice assistants. Providing a consistent and seamless experience allows customers to choose their preferred channel and access support effortlessly.
Empower customers, enrich business outcomes
Smart self-care produces tangible outcomes for businesses — most notably reducing resource requirements and costs by offering customers enhanced automated tools for problem resolution.
Flytxt is at the forefront of helping businesses improve Customer Experience through its CX solutions that leverage well-trained, privacy-preserving AI.
To understand how our AI-powered cloud solution can resolve common CX issues and enable smarter self-care, watch this video: https://www.youtube.com/watch?v=xurqRfbee-U