Web Self - Service

Web self-service has surpassed the voice channel to become the most widely used communication channel for customer service. Empowered customers, especially younger demographics, are today more than happy to resolve problems for themselves rather than going to the cost, inconvenience and expense of reaching out to a contact centre for assistance. Customers value the convenience, speed and anonymity offered by frictionless self-service experiences. Web Self-Service is underpinned by Knowledge Management to provide intelligent and natural language search capabilities that guide customers quickly through every step of their interactions, from search to resolution. Contextual knowledge management helps deliver personalised responses relevant to each customer. Web self-service user interfaces that match your brand can be easily designed to integrate with your existing cross-platform web pages. Integration with Case Management enables self-service users to launch and get status updates on cases directly from the self-service user interface.