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COLUMBUS, Ohio – DeviceBits, a leading software company that offers innovative, mobile-enabled platforms that help companies adopt self-service customer support materials, unveiled its latest white paper: Self-Support Automation: The New Strategy Powering Customer Service. The white paper highlights the transition companies are undergoing today to ease the burden of traditional customer service into more of a self-service support environment desired by consumers. Click here to access the white paper.

Driven by the instant gratification of mobile, social media and search engines, as well as today’s omni-channel retail strategies, consumers of every age group today are desiring the ability to obtain customer service queries on-demand, at their own leisure, rather than opting for traditional customer service channels such as call centers. What’s more, consumers seek a more personalized customer experience from their favorite brands, and this includes everything from shopping to point-of-sale to now customer service.

Driven by machine learning and technologies such as algorithmic intelligence and Chatbots, consumers are now enjoying a more personalized experience with customer service, while also obtaining the answers they seek on everyday queries.

This shift was reinforced by a recent DeviceBits survey, presented to more than 2,400 consumers across the U.S. where two-thirds said they would be interested in utilizing a self-service format for customer service. In response, brands may have no choice but to head in this direction.

A similar survey found that 28 percent of brand marketers said their customer support requests increased between 11-15 percent last year, with another 28 percent saying support levels increased 5-10 percent.

“The growth in digital channels, coupled with the desire to provide an opportunity for consumers to obtain customer service anytime, anywhere, means self-support automation will only grow in importance,” said JC Ramey, CEO of DeviceBits. “For brands, this automation will not only increase customer satisfaction levels, but the machine-learning environment will offer opportunities to increase cross-sale potential for satisfied customers.”

Click here to access the white paper.

 

Through its range of innovative, web and mobile-enabled Academy of interactive content, DeviceBits helps lead organizations and their customer service approaches into the future, with improved customer service potential and increased operational efficiencies. The company services clients through interactive tutorials, adaptive FAQs, interactive guides, and videos designed to provide an online Academy approach to self-serving consumers. For more information visit www.DeviceBits.com.