Smart Tribune’s customer self-service solutions not only put your customers at the heart of the customer service experience but also empower your customer support agents to be more effective at everything they do. It’s simply a smarter overall approach to customer service.
Put your customers in the driver’s seat
When your customers need help, they want to find answers to their questions, fast. So, give them a better way to be more self-sufficient in resolving questions and issues on their own by automating up to 70% of their tier-1 inquiries via customer self-service solutions. That alone can reduce the number of contact centre requests by 40%, helping you create a more ROI-positive customer service experience that boosts customer satisfaction.
Anticipate customer needs, flawlessly
Don’t wait for customers to ask you for help. Instead, use customer self-service solutions to anticipate their needs at every step along the purchase journey. By proactively surfacing useful and relevant content throughout the online customer experience, you will be able to boost on-site conversion rates by up to 20% and strengthen your business’s bottom line over time.
Never leave your customers hanging
No one wants to wait hours (or days) to get a response from customer service. The truth is, when your customers need help, you need to be ready to support them at that exact moment. Customer self-service solutions can provide them with a quick, easy, and reliable way to find answers to frequently asked questions on their own, even when your customer support team isn’t available to help. Doing so will not only increase NPS and CSAT scores but also fuel long-term customer loyalty in a big way.
Empower agents with better information
Your customer service agents are only as strong as the information they have available to solve customer needs on-the-spot. When your customers reach out directly to your support team for help, your agents must be prepared to heed their call. Our customer self-service solutions, designed to improve agent effectiveness, can equip your team with the information they need to make one-touch resolution possible with every customer interaction.
The Smart Tribune difference
One-size-fits-all doesn’t exist in our world. Every solution we’ve ever built for over 150 major global brands across every business sector imaginable has been a bespoke and highly customised process from the start.
We strike the perfect balance between technology and a human touch. Our hands-on, consultative approach to understanding your business’s customer service needs is second-to-none in the industry. Our dedicated team of customer service and tech experts will work with you every step of the way, from developing a focused strategy to measuring ongoing performance, to ensure the long-term success of your project.
We don’t believe in providing just any solution. It’s all about building the right solution for you.
Create a unified customer service experience
Our customer self-service solutions connect seamlessly to the entire ecosystem of third-party platforms and apps you already use to manage your customer relationships.