Conventional systems look cheap, but are they?
Why Companies Don’t Look for Smarter Systems
One of the reasons many businesses go in for e-mail based systems, live chat support orsimply include an FAQ section on their site is that these are easy to implement, and socheap! The initial low cost looks very attractive. But, over time, the cost of such customer service solutions actually piles up.
The need to add CSRs
Customer Service Representatives can only take on so many queries in a given time. As companies grow the volume of questions from customers grows as well. With conventional systems that don’t automate for redundant questions and don’t route based on the nature of query, the company ends up having to add more CSRs to deal with customers. The cost of customer service becomes too high.
The High Cost of Personnel
For most companies in developed economies, hiring more workers isn’t cheap. (And outsourcing to cheaper areas brings in its own set of problems). Research shows that on an average, companies incur about $5 to $7 for addressing each customer query by phone or e-mail. Companies should be spending this money only on issues that need personal support rather than routine queries that customers can get automated answers to.
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