Support delivery efficiency requires the optimized use of multiple support engagement methods.
So, what’s the answer? What is the value of Support to the company?
Support Efficiency
Support Efficiency is the ability of a company to effectively guide customers towards adopting and successfully applying products to achieve their intended outcomes, using the most cost-effective methods.
This entails strategically balancing various support channels—including self-help, assisted support, and automation—to maximize engagement and resolution success at minimal costs.
While scalability and cost-efficiency are crucial, the paramount goal is to ensure customers receive the necessary support to realize the full value of their investments.
Interaction Channels
There are three interaction channels companies can use to engage customers: assisted, self-help, and automated. Assisted interactions involve direct human-to-human engagement. Self-help enables customers to independently access shared knowledge and resources. Automated interactions rely on intelligent systems to facilitate seamless exchanges between humans and technology or between systems.
Delivery Flows
Each delivery channel may be used to reactively or proactively engage with customers. Reactive engagement is initiated by customers. Proactive engagement is initiated by the company.
Unlimited Engagement Use Cases
When interaction channels and delivery flows are combined you can deploy a variety of highly effective and cost efficient customer engagement methods.
Optimizing Support Efficiency with the Right Customer Engagement Channels
Optimizing Support Efficiency requires a balance between delivery costs and delivery effectiveness. The costliest support methods – assisted engagement are the most effective. The lowest cost delivery methods – automation and self-help – cost less per engagement but are not the most effective at resolving customer issues.
