GoResponse Telephone Answering Service Staff

Self-service requires understandable language

Self-service options have grown considerably over the past few years, with consumers demanding options allowing them to help themselves instead of always talking to call centre agents. Whilst a lot of brands have been putting such features in place, not all of them have been optimised. For telephone answering services that are setting up or reassessing self-help options, considering language is essential.

When used correctly, self-service can reduce the amount of inbound traffic and free up agents to deal with the most complex calls. This not only provides customers with an increased level of service, but it ensures that workers can get real satisfaction from their work instead of answering the same queries day after day. However, using the right language in self-service features is extremely important to avoid confusing customers.

It is essential for call centres to realise that self-service tools must use customer language instead of jargon people will not understand. For example, a “Track and Trace” tool on a postal website might get overlooked by many people, who will end up contacting call centre agents for help. Simply replacing this with “Where is my parcel?” instantly speaks to consumers and makes it clear which service to use.

Failing to deliver effective self-service options can be worse than offering none at all, leaving consumers frustrated and annoyed. Therefore, getting it right is very important if high levels of customer care are to be maintained. By choosing clear language, call centres can ensure that the correct message is reaching their users.

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