To some contact center directors, web self-service is a necessary evil - it is expected by customers, yet yields low ROI, poor results and fails to meet customers' expectations. Mary Murcott, CEO of Novo 1 Contact Centers, recently gave her argument at the 12th Annual Call Center Week for how to provide quality web self-self service that is profitable and beneficial for company's websites.
In Murcott's opinion, a robust search feature on a company's homepage will play a large in reducing the live call volume a company gets. Web browsers expect to get hundreds of results from a Google search, but expect "one right answer" from searching a company's site - a concept Murcott expanded on with CMIQ. Poor search results will drive many customers that prefer web self-service to an expensive live phone interaction. Listen to the interview above for Murcott's suggestions on implementing a web self-service feature that will satisfy your customers.