eBook: Why Self-Service Needs a Human Touch

Self-service has emerged as a key contact center strategy — both in terms of improving customer experience and reducing cost in the contact center. Yet the delivery of self-service still hasn’t lived up to the promise.

As the number of channels for customer service proliferate and customers use them all, maintaining happy customers across the channels gets even more difficult — and expensive. The need for an effective customer service channel strategy is key, and self-service plays a vital role.

This eBook shares 3 key takeaways for top notch digital CX together with a number of success stories.