NanoRep
Knowledge is Power: Why Self-Service is Trending in Customer Service
Self-Service Is A Liberating Trend This rise of self-service is a trend worth watching because it will liberate people in new ways, giving them a new sense of freedom and satisfaction. And this is true for both customers and the people serving them. Everyone wants to feel educated and in charge of their own fate. It is in our nature to want to continually progress and be better than we were yesterday. So when provided with the opportunity, customers jump right on it without looking back. They appreciate being trusted with new kinds of “insider” information rather than being treated like an ignorant and powerless customer, which is basically how traditional customer service makes you...
Self-Service Is A Liberating Trend This rise of self-service is a trend worth watching because it will liberate people in new ways, giving them a new sense of freedom and satisfaction. And this is true for both customers and the people serving them. Everyone wants to feel educated and in charge of their own fate. It is in our nature to want to continually progress and be better than we were yesterday. So when provided with the opportunity, customers jump right on it without looking back. They appreciate being trusted with new kinds of “insider” information rather than being treated like an ignorant and powerless customer, which is basically how traditional customer service makes you feel. You know what we’re talking about. Because we’re all customers at the end of the day. We all want to be able to take charge of our affairs in a seamless way, be treated as partners in this great era of big data, and appreciated for being loyal customers in today’s dynamic market. www.nanorep.com 03 Connect Everyone To The Same Knowledge When you think about the top priorities in every VP Customer Service’s mind, you are thinking about analyzing the customer experience, agent performance, call deflection and a whole range of other metrics that are all directly tied to a company’s Knowledge Base. All companies have many different types of knowledge about their solutions and services. The problem is that this information is spread out over many systems that are not necessarily connected to one another. Some of it could also be scribbled down somewhere on a post-it or simply in a certain employee’s head. So when push comes to shove and everyone is scrambling to provide the right information, the right information still needs to be assembled and processed in a professional manner before it can be delivered to the customer. Businesses no longer have the luxury of losing precious opportunities like this to make a positive impact on their customers. It is vital for everyone connected to the brand to be able to access similar knowledge, to have an efficient and highly advanced mechanism in place for getting things done. “By 2018, 80% of B2C Companies Will Have Created Immersive, Authentic Omni-Experiences for Customers, Partners, and Employees; 60% of B2BCentric Companies Will Have Done the Same” (IDC) www.nanorep.com 04
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NanoRep
4 Trends to Watch Out For on the CRM Horizon

trend I "In 2016, your CRM must do a better job of being user-friendly and easy to understand" - Matt Keenan, VP Aptean As part of your brand’s operational strategy, chances are you use a CRM - or a client relationship management platform. CRM’s...

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NanoRep
Building a Customer Experience Strategy

Customers Prefer Self-Service So Give it to Them! In study conducted by Gartner, world leaders in information technology, they predicted that by the year 2020, the customer will manage 85% of their relationship with enterprises without ever...

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