{"id":7396,"date":"2019-06-06T10:30:57","date_gmt":"2019-06-06T10:30:57","guid":{"rendered":"https:\/\/www.openbusinesscouncil.org\/?p=7396"},"modified":"2022-05-30T11:10:19","modified_gmt":"2022-05-30T11:10:19","slug":"9-in-10-companies-see-self-service-as-the-future-of-customer-service","status":"publish","type":"post","link":"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/","title":{"rendered":"9 In 10 Companies See \u2018Self-Service\u2019 As The Future Of Customer Service"},"content":{"rendered":"<figure id=\"attachment_7397\" aria-describedby=\"caption-attachment-7397\" style=\"width: 800px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-7397\" src=\"https:\/\/www.openbusinesscouncil.org\/wp-content\/uploads\/2019\/06\/chatbot_iq80hc.png\" alt=\"9 In 10 Companies See \u2018Self-Service\u2019 As The Future Of Customer Service\" width=\"800\" height=\"450\" srcset=\"https:\/\/www.footballthink.com\/wp-content\/uploads\/2019\/06\/chatbot_iq80hc.png 1920w, https:\/\/www.footballthink.com\/wp-content\/uploads\/2019\/06\/chatbot_iq80hc-300x169.png 300w, https:\/\/www.footballthink.com\/wp-content\/uploads\/2019\/06\/chatbot_iq80hc-768x432.png 768w, https:\/\/www.footballthink.com\/wp-content\/uploads\/2019\/06\/chatbot_iq80hc-1024x576.png 1024w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><figcaption id=\"caption-attachment-7397\" class=\"wp-caption-text\">9 In 10 Companies See \u2018Self-Service\u2019 As The Future Of Customer Service<\/figcaption><\/figure>\n<ul>\n<li><strong>4 in 5 organizations plan to leverage chatbots to meet growing consumer demand over the next two years.<\/strong><\/li>\n<li><strong>Two-thirds of companies struggle with multilingual customer support. <\/strong><\/li>\n<li><strong>\u2018First-time resolution\u2019 is the new gold standard for customer support.<\/strong><\/li>\n<\/ul>\n<p>A new survey has shown that 88% of companies believe \u2018self-service\u2019 will be the fastest growing channel in customer service by 2021.<\/p>\n<p>The State of Native Customer Experience Report, revealed today at <a href=\"https:\/\/customercentric.unbabel.com\/\" target=\"_blank\" rel=\"nofollow noopener\">Unbabel\u2019s Customer Centric Conference 2019<\/a>, details the opinions of senior executives surveyed at global companies (including several Fortune 500 organizations), regarding their worldwide multilingual customer support operations across the technology, retail, travel, finance, business services and entertainment sectors.<\/p>\n<p>The survey was run by Execs In The Know, a global community of customer experience professionals, having been commissioned by multilingual support provider <a href=\"https:\/\/unbabel.com\/\" target=\"_blank\" rel=\"nofollow noopener\">Unbabel<\/a>.<\/p>\n<p>The report reveals that \u2018average speed of answer\u2019 is no longer the gold standard by which customer support is measured. When asked which general factors had the highest impact on customer satisfaction, nearly all respondents (92%) rated \u201csolving the customer\u2019s problem\u201d as having the most impact, followed by providing \u201cknowledgeable support agents\u201d (64%) with \u201cspeed of case resolution\u201d (62%) only third most important.<\/p>\n<p>In other words, first-time resolution \u2014 delivered by agents well-equipped to understand and address customer queries \u2014 has emerged as the key performance metric. More than 80% of companies surveyed stated that they were investing in chatbots to meet these growing levels of customer demand.<\/p>\n<p><em>\u201cIn a highly competitive landscape, delivering high-quality support in a customers\u2019 native language can be a major differentiator for businesses,\u201d<\/em> said Chad McDaniel, Execs In The Know President and Co-Founder. <em>\u201cWith 76% of the respondents expecting live chat to increase and 70% expecting social media volumes to increase over the next two years, businesses need to ensure their native language strategy is effectively servicing all customers in all channels.\u201d<\/em><\/p>\n<p>The survey also provided a definitive ranking for the most expensive languages to cover in customer support. Japanese ranked first as the most expensive language, followed by German, French, and Chinese.<\/p>\n<p>When asked, \u201cWhat is your biggest and most painful challenge in terms of languages and customer service?\u201d nearly half of survey respondents (47%) identified sourcing and agent retention as the primary pain point.<\/p>\n<p>While talent retention and sourcing for high-demand customer service languages remains a priority for global organizations, technological advances in natural language processing and machine learning are paving the way for more intelligent virtual assistants that can accommodate changes and fluctuations in customer demand.<\/p>\n<p>Unbabel CEO Vasco Pedro commented: <em>\u201cThis research makes it clear that the channels where customer interactions take place are evolving along with technological and cultural shifts. In line with Unbabel\u2019s roadmap, the vast majority of respondents expect self-service volumes to increase over the next two years, followed by live chat, social media platforms and text messaging. It makes sense: as primarily digital consumers establish more buying power, they are also demanding comprehensive digital support. Today, it\u2019s more important than ever for businesses to adapt to a globalized economy and serve their customers quickly, cost-effectively, and above all in their native language.\u201d<\/em><\/p>\n<p>The results are revealed as Unbabel celebrates its 1st Annual <a href=\"https:\/\/customercentric.unbabel.com\/\" rel=\"nofollow\">Customer Centric Conference<\/a>, an exclusive 100 person event held in Lisbon for global Customer Experience (CX) experts including brands such as Microsoft, easyJet, Eaze, Google and Concentrix.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>4 in 5 organizations plan to leverage chatbots to meet growing consumer demand over the next two years. Two-thirds of companies struggle with multilingual customer support. \u2018First-time resolution\u2019 is the new gold standard for customer support. A new survey has shown that 88% of companies believe \u2018self-service\u2019 will be the fastest growing channel in customer [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":7397,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_mo_disable_npp":""},"categories":[1],"tags":[5259,3574,3440],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.1 (Yoast SEO v19.7.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>9 In 10 Companies See \u2018Self-Service\u2019 As The Future Of Customer Service - OpenBusinessCouncil Directory<\/title>\n<meta name=\"description\" content=\"A new survey has shown that 88% of companies believe \u2018self-service\u2019 will be the fastest growing channel in customer service by 2021\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"9 In 10 Companies See \u2018Self-Service\u2019 As The Future Of Customer Service\" \/>\n<meta property=\"og:description\" content=\"A new survey has shown that 88% of companies believe \u2018self-service\u2019 will be the fastest growing channel in customer service by 2021\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"OpenBusinessCouncil Directory\" \/>\n<meta property=\"article:published_time\" content=\"2019-06-06T10:30:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-05-30T11:10:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.footballthink.com\/wp-content\/uploads\/2019\/06\/chatbot_iq80hc.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Hernaldo Turrillo\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Hernaldo Turrillo\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/\"},\"author\":{\"name\":\"Hernaldo Turrillo\",\"@id\":\"https:\/\/www.footballthink.com\/#\/schema\/person\/b9610afd0759dc701187a7f622375c23\"},\"headline\":\"9 In 10 Companies See \u2018Self-Service\u2019 As The Future Of Customer Service\",\"datePublished\":\"2019-06-06T10:30:57+00:00\",\"dateModified\":\"2022-05-30T11:10:19+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/\"},\"wordCount\":567,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.footballthink.com\/#organization\"},\"keywords\":[\"customer service\",\"digital transformation\",\"Research\"],\"articleSection\":[\"Open News\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/\",\"url\":\"https:\/\/www.footballthink.com\/9-in-10-companies-see-self-service-as-the-future-of-customer-service\/\",\"name\":\"9 In 10 Companies See \u2018Self-Service\u2019 As The Future Of Customer Service - 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