Are we getting too many calls? Is there a way we can direct them to a video tutorial? Is there a way that we might be able to answer these on a Frequently Asked Questions basis? So, we’re going to look at some self-service options to couple with our interactions, people-to-people, human-to-human.
For example, I bought this recording software, and I really am struggling on how to use it. In three days, I get an automated email from this company. I know it’s automated even though it doesn’t appear to be so, I just know it is. And it says: “Hey, we want to make sure you’re happy! Do you have any questions? Is there anything we can do to support you?”
And I say: as a matter of fact, there is, I can’t figure out how to import the music, actually I can’t even figure out how to play music so I can hear it through my speakers – what am I doing wrong?
And at that point, a human agent responded, within literally less than an hour, and said: here are three links to some videos. If that doesn’t work and you can’t get your problem resolved, you let me know and I may jump on the phone to walk you through it.
I thought, wow: they trained me to go use videos that are on their site. And by the way, the next time I have a question you know where I’m going to go first? I’m not going to go calling their support number, I’m going to go to the video page and see what videos are there that I could learn from.
So, we want to put these pieces in place. By the way: video tutorials and frequently asked questions cost less – it’s not like you’re implementing a ton of technology.