1. Proof Customers Want To
Help Themselves
A presentation from Language I/O

2. Think the idea to implement self-service is
relatively new?
Think again…

3. In 2002, Gartner wrote --
“Self-service is being touted as a panacea for
the ills of increasing costs of customer
maintenance, increasing number of
interactions that have to be serviced, and the
potential to turn all customer service
situations into an opportunity either to know
more about the customer, or to up-sell or
cross-sell.”

4. An old concept that’s finally gaining momentum…

5. “
”
Self-service adoption increased across all
generations from 2012 to 2014, with the
largest increases attributable to older
boomers (ages 59-69) and the golden
generation (ages 70+).
Source: Forrester’s Kate Leggett’s Blog

6. “
”
Organizations investing in self-service
tools are achieving customer self-service
success rates of 66% - saving on average
$22 million on unnecessary channel
escalations.
Source: Oracle

7. “
”
40% of approximately 3,000 consumers in
a global survey said they prefer self-
service to human contact for their future
contact with companies; 70% expect a
company website to include a self-
service application.
Source: Parature

8. “
”
Use of the help/FAQ pages on a
company's website for customer service
increased from 67% in 2012 to 76% in
2014.
Source: Forrester’s Kate Leggett’s Blog

9. Self-service plays a critical part in
providing an excellent experience for
customers, and we all know how
obsessed we have become with
customer experience…

10. Gartner Research says…
By 2016, nearly 90%
of companies believe
that customer
experience will be
their primary basis
for competition.
By 2017, 50% of
consumer product
investments will be
redirected to
customer experience
innovations.
Source: Loyalty360

11. “
”
The vast majority (80%) of retailers plan
to increase their customer experience
budgets.
Source: Loyalty360

12. The proof is there. Now get motivated...

13. If you make customers
unhappy in the physical
world, they might each
tell 6 friends. If you make
customers unhappy on
the Internet, they can
each tell 6,000 friends.
– Jeff Bezos

14. Do more than what is
required of you.
– George Patton

15. Your customer doesn’t
care how much you
know until they know
how much you care.
- Damon Richards

16. What if you want to help customers all
over the world help themselves?
Next slide please…

17. Language I/O
Support your global customers anywhere, in their native language.
• Oracle Gold Partner
• Salesforce AppExchange Program
Partner
• Providing multilingual support
capabilities for worldwide companies
of any industry
• Translation automation with a simple
click of a button
Creators of LinguistNow – a
product suite enabling companies
to automate the translation process
of support emails, self help articles,
and chat.
Language I/O ● www.languageio.com ● (781) 990-1282 ● @LanguageIO

18. Thank you!