With the Customer Self Service Portal:
Reduce contact centre enquiries
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The Self-Service Portal helps customers serve themselves without the need for manual assistance from anyone in the organisation. By providing the customer with the ability to quickly find the information they need and do tasks for themselves, the need to contact someone for help is largely eliminated. Furthermore, by the use of suggested responses and the intelligent inclusion of related self-service links even a direct request for manual assistance can be deflected into a self-service operation. The video illustrates FAQ deflection in action. Before the customer enquiry is submitted to the contact centre numero’s intelligent FAQ suggests a small list of relevant answers for review. In this case, the customer asks about a gift subscription – the answer to their question is automatically displayed and they simply follow a link to a self-service gift subscription page. See what else you can do with the Customer Self Service Portal here |
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Simon Khan’s social CRM lesson for business
Always a Chance to inspire
