The Evolution Of Web Self-Service: Yesterday, Today & Tomorrow
Online self-service has changed more in the last few years than in the previous ten. A groundswell of customer dissatisfaction that began around 2009 resulted in an explosion of online communication options in recent years.
This infographic show you where web self-service started going wrong and, more importantly, the massive role that new technologies like Virtual Agents now play in its resurgence.
2009: Consumers become short-fused with FAQ's and help
- In 2009, consumer grow tired of online FAQ's and help tools that fail to resolve their issues. Satisfaction levels with these tools are severely low...
- In 2009, 55% of US online consumer used help sections or FAQ's for customer service.
- But a staggering 44% of consumers who used these tools were not satisfied.
2011: Online communication channels explode
- By 2011, dissatisfaction with FAQ's and help jumps from 44% to 49%. Satisfaction-starved consumers, desperate to get the answers they need, begin adopting new self-service communication options...
- In 2011, 27% of consumers used click-to-call.
- 24% of consumers used a virtual agent tool.
- 25% of consumers used online screen-sharing.
- Factoid: None of these three methods of self-service were even measured by Forrester research, Inc, just two years prior. The very next year, one of these tools is picked as the web-service technology of the future...
2012: Virtual agents take center stage
- In 2012, Gartner releases numbers on the trend toward virtual agent adoption among enterprises. Gartner cites "profund cost savings" and "increased customer loyalty" as leading benefits of virtual agents...
- "By 2015, 50% of online customer search activities will be via a virtual assistant for at least 1.500 enterprise businesses" - Gartner research.
- The number of organizations adding this capability is growing by 20% per year!
What makes a top-notch virtual agent?
- Automated conversations: Dynamic, automated conversations that deliver answers and lead customers toward purchase decisions.
- One right answer: The provision of a single approved accurate answer regardless of how questions are phrased.
- Multi-channel: Consistent answers across all channels including the web, mobile, social, and CSR desktop.
- Customer insight: Capture every question that customer ask their own language and from any channel - for true, actionable voice-of-the-customer insight.
IntelliResponce - Virtual Agents for the Enterprise | What does the next-generation Virtual Agent experience look like? | www.IntelliResponse.com/ProductShowcase.