The Leading Contact Centre Magazine

Recorded Webinar – Self-Service: Letting Customers Take Care of Themselves


inin-webinar-button121115

More and more companies are harnessing new technology to let customers take care of themselves.

As well as an increase in mobile apps, web self-service, and putting ‘how to’ demos on YouTube, many companies are now turning to crowd-sourcing to allow users to help each other.  This can both reduce call volumes and also bring down costs.

Agenda

  • 5 Strategies to Help Customer to Help Themselves – Jonty Pearce, Call Centre Helper
self-service-letting-customers-take-care-of-themselves-jonty

Click here to view the slide

  • Trends in Self Service – Richard Snow, Ventana Research
self-service-letting-customers-take-care-of-themselves-richard-snow

Click here to view the slides

  • 5 ways that Technology can Help Self Service – Mike Murphy, Interactive Intelligence
self-service-letting-customers-take-care-of-themselves-mike-murphy

Click here to view the slide

  • Top tips from the audience – All the tips from the audience have now been turned into an article 37 tips for self-service

Winning tip – “Start with the basics – look at what the customers find frustrating and what they would like to be able to do, then build the solution around them” thanks to Penny.

  • Interactive Q&A – Live questions from the audience

Topics to be discussed

  • Mobile apps
  • Crowd-sourcing
  • Customers helping each other
  • Deflecting calls from live agents
  • Web self-service
  • Mobile self-service
  • The right use for IVR
  • Reducing call volumes
  • Knowledge management
  • Using social media to avoid calls
  • Directing customers to view ‘how to’ videos
  • Joining it all together
interactive-logo

This webinar is brought to you by Call Centre Helper and is sponsored by Interactive Intelligence.







Get the latest exciting news and articles straight to your inbox