Optimizing Online Self-service

ActiveInsight leverages real-time campaign and customer experience management to optimize online self-service.

Online self-service has always conveyed a promise for improved service efficiency, cost reduction and even improving sales. Telecoms, banks, insurance companies and many other market sectors encourage their customers to use online self-service for continually more service, support and information. As online self-service grows wider with advanced web and mobile options and with customers' and providers' mutual interest in its use, several challenges and opportunities arise.
  
On one hand, customers receive potentially quicker, more efficient service to cater to their needs. Providers enjoy reduced contact center calls and costs and gain the opportunity to detect up-sell and cross-sell opportunities automatically.

On the other hand, the personal touch is missing, as is the ability to adapt to customer intent in standard, self-service portals. Current customers have high expectations from online self-service, and may become frustrated if they end up calling the contact center. This frustration grows when they realize that the service representative has no knowledge of their online actions, and they must repeat this process all over again.

ActiveInsight meets these challenges and leverages the potential by utilizing real-time campaign and customer experience management. Real-time campaign and customer experience management captures customer segment, intent and digital behavior, correlates it with existing customer data from CRM and other systems, sends relevant data to the contact center and adapts the online experience in real-time to serve highly targeted content, offers and promotions, resulting in improved customer satisfaction and increased sales.

With ActiveInsight, organizations can auto-capture real-time customer intent and behavior, micro-segment them based on their current needs and potential, add existing customer profile data and campaigns in real-time and deliver the right message to the right customer at the right time and context. ActiveInsight can also feed the CRM or contact center systems with relevant real-time information to ensure that if customers do end up calling, they'll receive a focused, relevant response, since the service representative is aware of their online actions.

In the current, real-time environment, your customers expect quick resolution for their issues. While some may call in after failing to resolve their issue (about half), many will not, remaining unsatisfied. Customers that have resolved their issue or found the information they were looking for will obviously not call, so potential up-sell opportunities are lost.

ActiveInsight will provide you with superior service, keep your customer happy and increase sales.

Click here to view some self-service scenario examples.

Contact us to learn more.