Not experienced the problem of reluctance to use online ticketing systems to report an incident in the first case but my experience is in the Wholesale carrier business rather than enterprise customer segment.
But where customers use their own systems internally, based on ServiceNow and the like, the main desire is for API based integration.
The major issue I experienced is what happens after the original report.
In discussions in the past I have been told by B2B customers that they have a policy of calling, escalating and cajoling based on the principle that it is the squeaking wheel that gets the most oil.
I also suspect that online systems provide the bald facts of the problem and the planned resolution. Often customers then want to argue the case for a different course of action that they believe provides a better outcome in their view.
So far the only resolution to that has been the use of chat applications integrated with ticketing systems which allow some automation and allow agents to handle multiple sessions simultaneously.
Then of course the possibility of chatbots for some of the interactions arise.
This in turn leads to the notion of omni channel. For those who do not have ticketing systems to link to one can consider collecting ticketing information via bots connected to a variety of media. The idea being one of being where the customer is rather than trying to drive them to your Web page. Chatbots can now even present simple webforms for people to complete to structure the information captured.
------------------------------
Derrick Evans
------------------------------
Original Message:
Sent: Aug 12, 2021 08:45
From: Francis Depuydt
Subject: How to convince B2B customers to get help online in stead of calling or emailing
I'm responsible for improving the digital adoption of the Proximus B2B Enterprise (as from 10 employees) customers in terms of online self-care.
A major trend in the customer feedback related to this topic is: 'I don't believe that my ticket that I created online will be solved faster than when I just call the service desk or send an email to my trusted contact person in Proximus'.
I'm sure you've all been there.
Could we share some experience on this, and on how to motivate customers to go digital?
Surely, switching off our email addresses or contact phone numbers cannot be the answer ;-)
thank you so much.
Francis
#CustomerExperience
------------------------------
Francis Depuydt
Proximus SA
------------------------------