The SelfService Box
Today, customers expect convenience. It doesn't really matter if
it is for lodging a complaint, receiving an order confirmation,
making a change or requesting information. Based on this demand and
our conviction that customers should be able to carry out
transactions - irrespective of the appliance and even through
social media - with ease, Morphis has developed the SelfService
Box: a chatbot with which customers can organize their own
transactions. Simply, anytime and anywhere.
The modern consumer is a 'DIY' consumer. And low-effort, too,
please. He is on the look-out for the easiest way to organize his
business. On the spur of the moment and preferably on his tablet or
with his smartphone. Lying on the couch, shopping in the
supermarket, waiting on the platform.
But unfortunately…
Customer effort score
The Customer Effort score expresses the convenience with which
customers can do business with your company. Research has shown
that customer loyalty is heavily influenced by this score.
… almost 80 percent of the self-service environment isn't ready
for mobile internet. The layout distorts, touch screen operation
doesn't work, web forms are unsuitable and some websites can't even
be opened. So it's high time for action. Because loyalty is the
prize.
- Perfectly suitable for tablets and smart phones, own website,
Facebook, LinkedIn, etc.
- The customer is identified with personal verification questions
(without the need for complicated user IDs and passwords).
- Customer-specific data is used to ensure the dialogue is as
intelligent as possible.
- The information is collated in an intuitive manner necessary
for the perfect execution of the successive steps.
- Successive actions that stem from transactions are executed
automatically (workflow).