The focus in customer service will evolve in the coming years. The goal of this evolution: more satisfied customers at lower costs. Research by McKinsey shows that there is a large efficiency difference between personal service, self service and crowd service. If the costs of personal service are 100%, then self service comes to 12% and crowd service to 9%. The efficiency gain is great.
Advantages of self and crowd service
Personal service costs companies a lot of time and money. The focus of customer service is therefore increasingly shifting towards self-service telegram data or crowd service. In the case of self-service, the customer can independently use the solutions that the company offers the customer. With crowd service, the customer is voluntarily helped by the company’s community. In addition to efficiency, self-service and crowd service have additional advantages. I will discuss these below per type of service:
Additional benefits of self-service
Available 24/7, 365 days a year: the customer has customer service available anytime, anywhere.
Self-service – solutions can easily be designed for mobile devices.
Self-service is digital, making it easier for companies to track interaction data than with offline contact.
Additional benefits of crowd servicebreadth of service provision. Suppose consumers have questions about, for example, the product category and not about the brand or product specifically, then it is often too expensive for organisations to answer these questions themselves. If the input on non-core questions comes from other consumers, the costs for this are very limited.
Consumers from a crowd service program feel involved with the company. These people often become brand belgium numbers ambassadors. This creates an indirect marketing effect.
Crowd service is a form of personal service. Customers talk to people (other customers) here, which creates how to improve conversion rate a personal interaction. Personal interactions create a more emotional bond.
The evolution between personal, self and crowd service