In response to global disruption and remote working or social distancing mandates, many brands have been accelerating efforts to implement and optimize self-service options for their customers. With customers unable to engage in physical interaction with brands, and with employee assisted customer service availability declining due to office and contact center closures, self-service has become a critical channel for brands to survive the pandemic.
Self-service has also become critical for resolution of customer complaints and issues, as increasing customer contact rates and limited staff availability have made this tricky to accomplish via traditional means.
This guide offers the advice and experiences of several CX self-service experts, to provide four key rules for CX practitioners to ensure that self-service strategies are optimized and facilitate convenience for customers rather than frustration.
Download this guide to discover how you can optimize CX self-service strategies by:
- Understanding why your customers are reaching out
- Being available where your customers are
- Ensuring that self-service options offer accessible language
- Moving away from channel volume to define success by resolution