Most businesses today have a very important obligation of providing the best experience to consumers. This means being able to offer new and exciting service solutions that allow customers to come into contact with your organization. As every industry is evolving rapidly with technology, most businesses must provide their clients with the resources that empower them with the ability to create services that is independent of immediate staff participation. Self-service Solutions (SSS) is a technological interface that enables businesses to provide the best communications to customers when interacting with their respective products and services. Currently, it is a rising trend in all industries and most business organizations need to consider utilizing this technology.
Self-service Solutions in a Nutshell
In the modern working environment, efficiency and productivity are key goals that most business organizations aim to achieve when providing customer service. Through technology, these goals are now more attainable than ever with the rapid rise of SSS. Self-service technology has certainly been around for a while as its first conception came in the form of the Automated Teller Machine (ATM) in the 1960’s. Currently, due to the advancements in technology, SSS is now almost everywhere in every industry. This technology is currently available in various forms such as:
- Mobile Banking
- Online Shopping
- Virtual Agents
- Vending Machines
- Online Package Tracking
With SSS, most business organizations benefit as they are able to provide customers service in a manner that customer experience is heightened substantially. The simple fact is; people enjoy using SSS because the technology makes living more efficient. A case in point is checking-in an airline where passengers would rather check-in using self-checkout kiosks as opposed to waiting in line for staff to check them in. Another example is internet banking, which makes managing finances more flexible and convenient for every individual.
Self-service Solutions as a Rising Trend in all Industries
Technology is a way of life for most individuals as it makes living more convenient and efficient. It minimizes the time spent on doing daily tasks and the cost in doing these tasks. This is why many organizations are restructuring their business practices with SSS technology to service consumers and provide a better customer experience. Many organizations are even able to save considerably by utilizing this technology instead of hiring new employees. With these benefits, SSS is a rising trend in most marketplaces. Some facts that support this are:
- Customer service today is delivered through technology
As technology is a culture in most industries today, most businesses must embrace this in order to survive, sustain, and compete in their respective marketplace. It is very essential for organizations to adopt new technological innovations that allow them to bring their products and services closer to consumers. This includes providing information that is instantly accessible as well as allowing a customized experience that allow consumers to get what they want, how they want it, and when they want it.
- Consumers prefer uninterrupted transactions
Because technology is the norm in providing customer service, consumers need to feel empowered while interacting with products or services from a specific provider. They need to be able to request, purchase, and trade without any immediate communication with a specific representative of the company they are transacting with.
- Consumers want a unique experience
One of the reasons that most successful business organizations are able to gain repeat customers and even grow their customer base is their ability to offer a unique customer experience. Self-service technology relates to technological advancements that empower consumers in a manner that they are able to learn and utilize data. They are also empowered to train themselves at maneuvering the information presented to them in a personalized manner.
The advantages SSS present to any organization
Organizations currently using SSS are presented with many advantages. For most business firms, this technology presents expanded rate of delivery and customization of the service delivery process. They are also able to minimize their work costs substantially due to the diminished need for direct employee contact. Other advantages presented by SSS are:
- More profit
Since SSS diminishes the need to hire more employees, organizations are automatically able to raise their profit margins.
- Better reputation
SSS is technology that allows better customer experience. This, in turn, creates a better reputation for most organizations that utilize this technology. With a better reputation, organizations have the potential to gain repeat customers and even grow their consumer base substantially.
For more information about Self-service Technology and how it can be applied for outsourced customer services, feel free to contact us here.
- AnswerDash/: The Future of Intelligent Self-Service Technology – https://www.answerdash.com/blog/the-future-of-intelligent-self-service-technology
- Service work group/Empowering the Customer through Self-Service Technology- https://www.swg.com/empowering-self-service/
- HospitalityUpgrade/ The Convergence of Self-service Technology – http://www.hospitalityupgrade.com/_magazine/magazine_Detail.asp?ID=278
- TSIA/ 4 Self-Service Trends and Pacesetter Practices to Watch in 2017- http://blog.tsia.com/blog/4-self-service-trends-and-pacesetter-practices-to-watch-in-2017
- History/ Automated Teller Machines- http://www.history.com/topics/inventions/automated-teller-machines
- SearchCRM/ Self-service technology: Top five buzzwords- http://searchcrm.techtarget.com/feature/Self-service-technology-Top-five-buzzwords