Why the shift to self-service?
According to studies, customers, as well as the companies they buy from and their employees, want more self-service.
Advancing Customer Self-Service with Power Virtual Agents
Elevate your customer and employee experiences while managing your costs with low-code, self-service solutions
Empowering Customer Service: Achieving Value and Efficiency through Strategic Self-Service Solutions
Customer service and support teams today are under pressure to deliver tangible value. But how? With budget and other constraints, that objective can’t be reached simply by throwing more resources at the problem.
The answer: Improve the customer experience while managing costs by investing in self-service solutions.
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Personalized discovery
Customers want to learn on their own, discovering the answers in their own way and at their pace.
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Faster results
Customers want their issues addressed faster and believe searching themselves is the way to accomplish that.
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Added value
Self-service adds value by augmenting human teams with reliable, 24/7 support.
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Efficiency
Self-service addresses common requests/issues so human agents can focus on complex problems and critical tasks.
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Support for employees
With self-service, employees can find information and answers faster, increasing efficiency and satisfaction.
Adopting a self-service dominant customer service strategy
Despite the desire for it, the majority of customers who start off using self-service channels end up abandoning them because they’re not getting what they need. Most companies simply aren’t good at connecting customers with the information they need in any channel, including self-service.
Customer service strategies need to center more around self-service—which requires the right processes and technology to back it up. But that can get expensive and complicated. According to Gartner, customer service reps say they need seven systems to do their job well. That's not a sustainable model.
Re-imagining customer self-service quickly and cost-effectively with low-code: Microsoft Power Virtual Agents
If you think you're facing a wholesale replacement of existing technology or processes, think again. This is where low-code tools like Power Virtual Agents change the conversation. Power Virtual Agents makes it faster and easier to transform customer self-service by:
- 1
Sharing the burden
Respond to inquiries, complaints, and feedback quickly and efficiently, which frees up human agents to focus on more complex issues--a combination that maximizes resources and improves customer satisfaction.
- 2
Improving productivity, reducing costs
Automate routine tasks like data entry, appointment scheduling, and information retrieval, enabling people to focus on higher-value tasks, improving productivity and reducing costs.
- 3
Enabling 24/7 availability
Operate 24/7, providing access to support outside of traditional hours, improving both customer and employee satisfaction and loyalty.
- 4
Reducing response times
Bots can route messages and requests quickly and accurately, reducing response times and improving communication efficiency throughout the organization.
- 5
Enabling engagement across channels and languages
Engage with customers and employees in multiple languages across multiple channels, including websites, mobile apps, Facebook, Microsoft Teams, or any channel supported by the Azure Bot Framework.
Putting Artificial Intelligence to work with Microsoft Copilot
Power Virtual agents helps you take advantage of artificial intelligence (AI). Microsoft Copilot - available in preview - in Virtual Agents lets you point bots to public URLs to instantly start answering questions on virtually any topic:
- Create entire topics from a simple description, including relevant trigger phrases, questions, entity, messages, variables, and other logic.
- Add or update content in an existing topic, such as asking for additional questions to be added or updating existing nodes (example: providing message variations).
- Summarize information collected from a user in an interactive, graphical Adaptive Card, with all the JSON for the card generated automatically.
- Iterate over just part of a dialog—select one or more nodes to scope your request to that specific part of the dialog.
Showing the value of customer service
With systems and processes transformed and customer service running at peak efficiency, leadership needs to be able to demonstrate the value they are delivering. This can be challenging due to limited visibility and focus on the wrong metrics.
With the Power Platform, customer service leadership can develop metrics that focus on impact rather than effort and demonstrate the impact services have on organization-wide outcomes.
How HSO can help
Ready to transform customer service but don't know how to start? HSO can help! Armed with industry knowledge and Power Virtual agents, HSO’s experts can help you bring your vision to life quickly and cost-effectively.
Schedule a consultation
If you’re interested in learning more about how HSO's Self-Service offering or seeing how our team can help your organization transform with a low-code strategy using Power Platform, fill in the form below.
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