Online support should ease call center traffic
Operators can significantly reduce call center costs and improve customer experience by creating a more complete, consistent and accessible self-service capability, while leveraging customer insight to proactively prevent and eliminate calls.
An Amdocs-sponsored survey, done by Coleman Parks, shows that smartphones still present a challenge, with majority of users encountering issues related to device or service during the first year of use.
Online support can be improved, considering that 91% of respondents say they would use a single, online knowledge base if it were available and tailored to their needs.
This lack of satisfactory online support is driving large numbers of consumers to call centers, wasting valuable resources as more than 40% of customers contact a call center after they cannot find answers via self-services.