Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization.
Research indicates that 67% of consumers prefer self-service over speaking to a company representative. Furthermore, about 90% of consumers expect brands and organizations to offer an online portal for self-service. Covid-19 also made an impact on self-service, with a 65% increase in use by customers.
From a business perspective, 69% of decision-makers see self-service as a significant part of their service strategy. In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. We can assume these numbers might increase due to the accelerated digital transformation companies experienced during the pandemic.
In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, followed by upgrading contact center technology (79%) and automating customer service processes (77%).
These astonishing numbers drive companies to search for innovative solutions that improve their responsiveness and take customer experience to the next level.
Meet Commbox – a leading AI-powered omnichannel customer communication platform offering multiple smart self-service solutions.
Commbox self-service solutions allow your business to:
Commbox AI-powered chatbots – Intelligent conversational bots developed to provide a personalized customer experience 24/7, while keeping the same tone and brand voice.
Commbox Self-Service solution – Download the PDF
Commbox chatbots are equipped with smart capabilities:
Commbox AI-powered chatbots are available to customers seven days a week on multiple languages and communication channels such as Websites, WhatsApp, Facebook Messenger, Telegram, Instagram and more. The bots are implemented in your website or application, providing a seamless customer experience.
Using Commbox, businesses can build their own personalized bots according to a specific use case in just a few minutes. No coding skills are required.
Customers reaching out to your business can easily get information and solve common issues through Commbox. No need for live agents, except in complex cases requiring a human touch.
Commbox WhatsApp Business – As an official partner of WhatsApp, Commbox also offers a unique self-service WhatsApp chatbot through which customers can solve their requests instantly, in an encrypted and simple platform.
Commbox’s self-service features solve over 50% of customer service problems in various companies across sectors.
One astonishing case study is Pelephone, one of Israel’s largest telecom companies, serving more than 2.4 million customers. Pelephone solves 90% of chat inquiries using Commbox’s self-service suggestions, so customers don’t even need to reach a live chat agent.
Clal Insurance & Finance Holdings, a large financial group managing over $50 Billion, solved 57% of customer requests using Commbox's self-service bots and suggestions.
Self-service adoption will continue to grow as more B2B and B2C organizations plan on deploying AI in their customer service. By 2030, Gartner predicted that a billion service tickets will be raised automatically by customer-owned bots, and these numbers may grow due to the effects of Covid-19.
Businesses using self-service could double their revenue in 36 months if they reach a satisfactory level of customer experience. Joined with the fact that 67% of consumers prefer self-service over speaking to a company representative, it seems the coming decade will be the era of self-service customer communication.
Commbox offers an innovative solution for customer interactions, creating a holistic customer communication experience. Using the Commbox platform, companies and enterprises can automate recurring tasks that are excessively time-consuming, allowing your agents to focus on more important tasks. Commbox paves the way for autonomous business communication without losing the quintessential human touch.
Commbox’s mission is to pave the way for companies worldwide to become autonomous enterprises, without losing their quintessential human touch.
Find out more about the CommBox smart customer communication solution
We’re extremely excited to announce that we have changed our company name to CommBox. It’s still the same company with the same awesome people! just a new name, a fresh look, and a brighter future.Read full story