There are two main business challenges while dealing with customer care. One is increasing customer satisfaction, and the other is reducing costs. Most companies have resorted to self-service in customer care to tackle these challenges. Customers also have the option of finding solutions to their needs through a preferred mode. Studies indicate that the customer self-service policy has shown visible growth in company profits.
The best customer self-service channel has been the internet. Most customer complaints and responses can be collected and answered through the company’s website. Online language translation also makes it easier for most organizations to provide instant translation to customers from across the world. With online translation, customers can conveniently resolve their problems online and the company can save on costs.
Customer self-service has shown cost benefits compared to hiring customer care representatives. Additionally, it’s resulted in more customer retention and satisfaction and as you can imagine most companies are implementing it on a wide-scale basis.
