Consumers want fast, convenient, and accurate content but are frequently unable to find information that is relevant and personalized to their specific situation. Companies spend $1.3 trillion/year handling 265 billion customer service calls to help customers manually but that is not working either —customers are frustrated with long wait times, slow responses, and agents who aren’t knowledgeable about what their company provides. There is a growing concern these investments are not producing higher customer satisfaction or company growth. Customer service and sales representatives are demoralized and inundated with customer issues that have to be handled one at a time.
The crux of scaling customer experience programs is enabling customers, partners, and teams with timely and accurate information about your products and services on a global scale. Our mission is to help large product and service companies quickly create self-service applications designed to improve customer experiences, build knowledge, resolve customer inquiries, and automate routine support requests.
According to IDC, self-service represents a $10b/year opportunity to improve customer service and customer experience. Customers prefer to easily answer their own questions and perform convenient transactions online, anywhere, in any language, at any time. However, it is difficult for companies to easily provide these options as every brand, segment, audience, product, region, and language increases implementation complexity.
We believe a stronger focus on convenience for the customer together with ease of use, analytics, and automation results in a better customer experience, reduced cost, and increased revenue. ServiceTarget allows non-technical clients to quickly create flows designed to guide users through any process entirely online. Building these applications in ServiceTarget is easy:
Configure ServiceTarget to pull in content from product information databases, headless content management systems, knowledge bases, websites, customer communities, product manuals, documentation, Sharepoint, and backend databases - any content source.
Create customer journeys that represent your audiences, brands, products, and processes. Build applications by leveraging content sources, components, images, branding, integrations, and self-learning algorithms. Utilize flow templates or build custom flows.
Localize and personalize flows based on the authenticated user, what they own, what their problems are, their interests, and/or any other contextual information.
Permission contributors, content owners, and subject matter experts across organizations to view and evolve self-service apps based on real-time analytics and customer feedback.
Evolve based on insights and data. Monitor customer progress through self-service flows, identify patterns in search behaviors and track customer questions, abandonment, escalation, and resolution rates. These analytics provide valuable knowledge to improve the customer service experience and reduce recurring contacts.