Today’s consumers are more empowered than ever.
As the generations in the buyer market continue to evolve, most companies are dealing with digital natives. These savvy customers use tech to find answers to their problems and solve issues without human interaction. It’s no wonder that the demand for self-service is growing.
According to some studies, around 40% of consumers say they prefer self-service to human contact. Further research conducted by Dimension data also finds that 73% of consumers prefer to use a brand’s website to help themselves.
So, who’s really demanding more self-service in the contact centre?
New Customers Love Self-Service
One thing that stays the same from one generation to the next, is the continued demand for convenience in service and support. People like quick and simple solutions to their problems. In the digital age, where most consumers can find answers faster by looking for them online than calling a contact centre, self-service just makes sense.
The rise of artificial intelligence and conversational bots means that we even have innovative assistants to help us in our search for answers. Chatbots on websites can answer queries in seconds. Smart assistants can respond to a client’s voice with instant information. Self-service offers speed for customers who don’t have time to sit around waiting for results.
The demand for self-service is particularly strong among younger consumers who are used to spending a significant amount of time on digital devices already. Gen Z and Millennial consumers are comfortable searching for information themselves, but they don’t feel nearly as comfortable when calling a contact centre. A self-service environment just adds to the range of solutions your customers want to help them solve issues today.