Going beyond traditional self-service to ensure optimal agent productivity and customer satisfaction
Customers today want to autonomously solve their problems without waiting for agent assistance. This expectation has set a “self-service revolution” rolling, which has attracted investments on a large scale. However, basic self-service tools have limited capabilities to resolve customer queries effectively. This is because of complex navigation, data duplication, manual data entries, lack of a customized interface, and sometimes even incorrect information.
The need of the hour is to unify automation technologies with self-service tools to render a competitive edge to businesses, enabling customers to solve their queries faster and more efficiently.
This Whitepaper highlights the central role of self-service tools in a rapidly digitizing world.
The paper expands upon:
- The role of Self-service in improving CX
- Modern Self-service innovations for the contact center industry
- How do Self-service tools improve agent productivity & ensure customer satisfaction?
- How would customer self-service unfold in the near future?