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Conventional Systems don’t scale very well
Single-serving responses make more work for everyone
Let us imagine that we have access to all the customer queries that a solar-heating equipment manufacturer receives over a month. To our surprise, we find that 30% of them are variations on one question, “Do your heaters store energy for rainy or cold days?” Even though the company’s website has an FAQ section detailing how the product works on non-sunny days, customers continue to ask the same question. And its customer support desk wastes valuable time answering this again and again, due to the ‘single serving’ nature of responses.
Poor Screening leads to monotony
Traditional support systems do a poor job of screening out repetitive questions from team members. Ideally, simple questions that don’t need agent intervention should receive automated email answers or solutions on the website itself, leaving team members to concentrate on high value customers or on complex issues that need personal attention.
Monotony and Attrition
Studies have shown that besides pay and career growth, the nature of the work itself is a key factor in retaining employees. When call-center or customer support staff are allotted repetitive tasks for the most part, they find little to attach them to the employer. The company ends up spending large amounts on hiring and training instead.
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