Service with a Smile – Your Own, That Is!

Typically, customer service refers to employees helping customers.

But with the increasing amount of available personal data and the evolution of technology, customer service is rapidly evolving into a new model, ultimately allowing customers to help themselves. What does this mean for the customer experience (CX)?

Technology allows personalization that eliminates blanket communication and generic offers and focuses on what is relevant for the individual customer. Factor in the transition from paper to digital smart forms for electronic data capture, and suddenly there is a new platform of personalized capabilities. For the customer, with newly found access to their own information at any time, calling or emailing a CSR to assist is simply unnecessary. Guess who your new best customer service representative is? You!

If self-service sounds cumbersome, think again. We’re in the digital age, which means a lot of the process is automated and you don’t have to do any research. Quite the contrary; the work has been done for you on the back end. All that’s required is for you to follow digital prompts, and these smart forms go to work.

For example, say your teenager reaches driving age, a milestone you have simultaneously anticipated and dreaded. Rather than spend hours calling various companies, to be put on hold and told that your child falls into the most expensive group to insure, you can go online and gain the insurance quotes yourself. With specific information about coverage, type of vehicle, and personal information about your child, you can submit a request and receive a policy quote the same day. Compare that to the usual stack of confusing paperwork, peppered with unnecessary general questions, plus the requisite waiting period to process your application. You would have had to complete this task during regular business hours, and there might have been some errors, causing you to resubmit the form and increasing the response time.

Let’s say a few months go by. Your young driver is following the rules of the road, but manages to get into a fender bender in a crowded mall parking lot. Not a bad one, but something that will require a vehicle repair. That means filing a claim, which you would want to do as soon as possible. The accident occurred on a Saturday afternoon outside of regular business hours, and you really don’t want to wait until Monday morning. No problem. You can file claim, upload a photo, and even receive advice on where to go for repairs – all on your own time schedule. That’s a much better option than having to wait through the weekend, only to be placed on hold for a time-consuming paper document exchange.

The self-help model offers many other fringe benefits that enhance CX beyond the data transparency and 24/7 access. Because there is no representative to contact, there is less room for employee error, which could cause customer dissatisfaction, and put a big dent in the CX.

If you’ve ever wished you could just “do it yourself,” you can. Self-help in the digital age is driving personalized CX, customer satisfaction, and customer retention.

To learn more about our self-service solutions and Xpertdoc Smart Forms, follow us on Twitter: @xpertdoc, @David_Squibb

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc