“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note.
Customer Self Service, or CSS, is any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service or call center agent. Examples include FAQ sections on websites, help center blog forums, self-service account creation, password resetting, and interactive voice technology in call centers.
Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use. So, how can these customer self-service strategies be implemented in successful ways that not only increase efficiency but also cut costs for companies? And, using self-service offerings, how can brands create happier customers who are more likely to become repeat customers (or brand evangelists)?
We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?) and sheer irritation (sort of akin to nails on a chalkboard!).![How to Successfully Handle Call Volume During Peak Times [Webinar]](https://fonolo.com/wp-content/uploads/2018/06/How-to-Successfully-Handle-Call-Volume-During-Peak-Times-Webinar.jpg "How to Successfully Handle Call Volume During Peak Times [Webinar]")
A live human conversation is a powerful thing. Despite all the innovation in the world of customer service, studies keep showing us that there is an enduring appeal to phone calls. That’s not to say we should be complacent about how we deliver that phone call experience. Call centers should strive to remove as much friction as possible from the process of connecting callers with agents. That’s where call-backs come in. The simple act of replacing hold time with a call-back could be the missing piece in boosting your call center’s performance.
Motivation is the key to accelerating whatever it is you’re looking to improve or optimize. But, motivation doesn’t necessarily come naturally to most people. Whether it’s a personal or professional goal, like trying to lose weight, organize your garage, or exceed sales targets, motivation is a tough nut to crack. 
Whether it’s a bad date, a bland meal, or a mean comment on social media, negative experiences tend to stand out in people’s minds; nearly to the point of entirely clouding out any of the good. This phenomenon is especially exacerbated when it comes to a negative experience with customer service. 
They say the key to any healthy human relationship is effective communication. This principle also applies to the relationship between a customer and a customer service or sales representative. 
In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty.
