Recorded Webinar: Simplify Your Self-Service Strategy

Self service is very popular with customers. It allows them to help themselves without needing to contact you.

But all too often it is too complex, leading to customer frustration and more calls into the contact centre.

In this webinar we look at practical ways to simplify your self-service strategy and improve customer service.

The right and wrong areas to automate
Avoiding the most common self-service mistakes
Practical ideas to simplify your self-service strategy
Early warning signals when things go wrong
Mapping the customer journey
Escalation paths to a live operator
Should you use or remove a chat bot?
Top tips from the audience
Winning tip – “Don’t expect your call volumes to drop with self-serve rather expect your call conversation topics with customers/residents to be different.” thanks to Tim26

Original Webinar date: 17th February 2022