In most contact centres, a large volume of customer enquiries are straightforward and simple, and can be handled without agent intervention using self service facilities. Customers are increasingly expecting to have quick and simple access to these tools so they can resolve their enquiry themselves.
When you enable customers to get information and perform transactions themselves, you reduce their frustration with having to wait in a queue, and you free up your agents to handle more complex matters. A win-win for everyone.
Self service starts by giving your callers the choice to self-select the issue they are calling about. They are either routed to the relevant self service option, or placed in a queue to speak to the right agent.
Our technologies such as Interactive Voice Response (IVR), and skills-based routing ensure you deliver a more natural, effective, and less frustrating experience than simple menu-based systems.
Typical transactions which can be easily solved using self-service functionality are those issues that are most frequently encountered by your agents, such as
Be pro-active and deliver automated updates or reminders via phone, SMS or email to provide value, alleviate customer concerns and reduce customer enquiries. Outbound self-service possibilities include:
Leverage data and feedback to drive continuous improvement in self-service channels and enhance the customer experience.