Proof Customers Want To Help Themselves

A presentation from Language I/O

Think the idea to implement self-service is relatively new?

Think again…

In 2002, Gartner wrote --

“Self-service is being touted as a panacea for the ills of increasing costs of customer maintenance, increasing number of interactions that have to be serviced, and the potential to turn all customer service situations into an opportunity either to know more about the customer, or to up-sell or cross-sell.”

An old concept that’s finally gaining momentum…

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Self-service adoption increased across all generations from 2012 to 2014, with the largest increases attributable to older boomers (ages 59-69) and the golden generation (ages 70+).

Source: Forrester’s Kate Leggett’s Blog

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Organizations investing in self-service tools are achieving customer self-service success rates of 66% - saving on average $22 million on unnecessary channel escalations.

Source: Oracle

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40% of approximately 3,000 consumers in a global survey said they prefer self-service to human contact for their future contact with companies; 70% expect a company website to include a self-service application.

Source: Parature

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Use of the help/FAQ pages on a company's website for customer service increased from 67% in 2012 to 76% in 2014.

Source: Forrester’s Kate Leggett’s Blog

Self-service plays a critical part in

providing an excellent experience for

customers, and we all know how

obsessed we have become with

customer experience…

Gartner Research says…

By 2016, nearly 90% of companies believe that customer experience will be their primary basis for competition.

By 2017, 50% of consumer product investments will be redirected to customer experience innovations.

Source: Loyalty360

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The vast majority (80%) of retailers plan to increase their customer experience budgets.

Source: Loyalty360

The proof is there. Now get motivated...

If you make customers

unhappy in the physical

world, they might each

tell 6 friends. If you make

customers unhappy on

the Internet, they can

each tell 6,000 friends. – Jeff Bezos

Do more than what is required of you.

– George Patton

Your customer doesn’t care how much you know until they know how much you care.

- Damon Richards

What if you want to help customers all

over the world help themselves?

Next slide please…

Language I/OSupport your global customers anywhere, in their native language.

• Oracle Gold Partner

• Salesforce AppExchange Program Partner

• Providing multilingual support capabilities for worldwide companies of any industry

• Translation automation with a simple click of a button

Creators of LinguistNow – a product suite enabling companies to automate the translation process of support emails, self help articles, and chat.

Language I/O ●www.languageio.com ● (781) 990-1282 ●@LanguageIO

Thank you!