Eight best practices for self-service success

Showing at 11am Pacific Time

Voted by the hundreds of CX practitioners in our Global State of CX research as one of the top 10 CX trends of 2021, self-service channels give customers the access and control to independently sort issues and action tasks.

When implemented correctly, the flexibility of self-service can offer customers 24-hour support with limited need for agent interaction, which can significantly reduce a company's cost-to-serve levels.

Submitting a support ticket should be designed as a frictionless part of self-service features. Case submission forms should be structured in a way that enables customers to provide clear and complete information so agents can help them better.

Failure to set the right priorities for the implementation of self-service options can generate frustrating pain points for customers that require costly reworks to resolve.

Join Coveo UX designer Audrey Drolet and support solutions product manager, Ezmie Bouchard as they walk through eight case creation best practices inspired by customers such as Salesforce, Dell and Medallia.

Attend this session live to learn:

1. How to balance collecting the right amount of information and creating an effortless experience.
2. How to use information entered during the case creation process as a last chance to help customers self-serve.
3. Success stories from service experience leaders who have innovated with their case creation process, and their lessons learned.
   

Speakers

Audrey Drolet
UX designer
Coveo

Audrey is a UX designer at Coveo and has a Master’s degree in interaction design from Laval University. She's helped both B2B and B2C companies transform their customer support experiences through UX design.

Ezmie Bouchard
Product manager
Coveo

Ezmie Bouchard is a product manager at Coveo where she supports strategic partnerships, like Salesforce, and manages the product roadmap for Coveo’s Salesforce and service line of business

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