How does technology influence customer service?
Remember when you had to go to the bank to check the balance on your account or transfer money? Or how about go to the library to answer a simple question? Or even write checks and mail them to pay your bills? The move towards self-help and instant access to information has transformed our society. If you’re like me, you do as much online as you can. It’s just easier that way. I want to get the information I need when I need it. But how does that impact customer service?
Sometimes it can be hard to know what the balance is between enabling your customers to help themselves and ensuring that you keep that personal connection with your clients. Yet the success of self-service bank portals, online bill pay, and even Amazon.com seems to point to the fact that people want the freedom to serve themselves. We’re all busy – so the ability to get the information you need when you need it is critical.
This move towards self-help not only prevents the client from impatiently waiting for an answer, it can also save the organization money. Think of the most common questions you receive on a daily basis. How much time would it save you if your customers could access that information whenever they needed it? How much frustration would it save your customers?
However, it’s important to keep in mind that self-help versus face-to-face service isn’t mutually exclusive – it’s a balance. Even though I generally prefer to help myself, sometimes I just want a live person. Whether you need the comfort and reassurance that you’re doing it right, or you need to talk through an issue, nothing can fully replace personal interaction.
This article provides an interesting take on how Web Portals are impacting customer service in the world of Insurance. Take a look and let us know what you think.
http://www.propertycasualty360.com/2011/09/16/self-service-web-portals-for-clients-give-indie-ag
- David Rust, Convenience Addict
