Customer Experience News & Trends

Can you build customer loyalty through self-service?

Is self-service self serving, or can you really build customer loyalty through it? Contact centers can build relationships with customers even when agents don’t have direct contact with them.

With the growing number of web applications, phone apps and self-serve menus, agents have less and less contact with customers. While some might think the lack of personal touch makes it easier for customers to grow distant – and walk away without being noticed – many companies have used self-service and social media to nurture relationships.

One key: Rather than just put information on self-serve options and social media outlets, allow customers to give feedback on those options.

For instance, Best Western allows customers to make reservations on its Facebook page. One bank puts happy birthday notices on customers’ ATM receipts when it’s near their special date.

Contact center leaders can pick up more ideas on connecting with customers through self-serve options at Frost & Sullivan’s March 21 complimentary online event “Balancing Customer Experience and Profitability in a Mobile World: Self-service strategies that drive loyalty and lower costs.”

Professionals will share ideas on how to increase customer engagement and drive revenue while getting customers to use more self-service options. Also included:

  • Ways to move your contact center so it supports multiple inbound and outbound interaction
  • Ways to be proactive about outbound customer care and engagement, and
  • The role of cross-channel analytics and business intelligence in improving automation success.

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