New Opportunities for Self-Service
Today’s consumers demand fast, convenient experiences, and a whopping 86% profess a willingness to self-serve. Which begs the questions:
- Why aggressively limit which issues your customers can resolve on their own?
- If AI-driven self-service is a viable solution, why add unnecessary friction and unnecessary cost to your operation by forcing customers to wait for a live agent?
By exclusively focusing on simple use cases, businesses squander the opportunity to use self-service in tandem with agent support to create interactions that are optimally efficient and personalized.
Self-service may not be the best fit for completely resolving a particularly complex issue, but if it helps qualify the customer’s profile, needs, sentiment, and intentions – and uses that information to drive a more intelligent escalation – it adds tremendous value to the journey.
This CCW Digital’s report ‘New Opportunities for Self-Service’ provides insights from IntelePeer’s Chief eXperience Officer, Matt Edic, and Metrigy CEO and Principal Analyst, Robin Gareiss. The report provides details on how to effectively deploy self-service for a successful customer interaction and how self-service deployments complement agent-led efforts and enhance the overall customer journey.
Download the Customer Contact Week Digital report to learn more.